col-wideJob Description:**Salary**: £22,571 to £24,920**Working Arrangements**: Full Time**Hours of Work**: 37 hours**Status of Employment**: PermanentThis post closes at 11.59 pm on the date specified.Berneslai Homes are a successful, award winning social housing provider and employer, managing homes on behalf of Barnsley Metropolitan Borough Council. Working for us offers you a chance to play a real part in improving homes and communities throughout Barnsley. To support our organisation's objectives, we need high performing and motivated employees.**The role**:As a Customer Services Officer, you will be part of our fantastic team who deliver a front-line service identifying and resolving customer comments, enquiries, and complaints with differing degrees of complexity across the whole service. You will typically be the first point of contact customers will have with Berneslai Homes, so it is essential that you maintain a positive image and excellent customer relations by providing specialist assistance, guidance and training to other staff and partners in routine and complex complaint resolution.**Key duties and responsibilities of our Customer Services Officer**:- Answering the Berneslai Homes main Customer Services phone line, Customer Services Mailbox, and monitor our social media sites in a professional and courteous manner.- Deal with a diverse range of cross cutting routine and complex queries, comments and suggestions made by customers in various ways.- Understand how Berneslai Homes, the Council and other external partners operate to ensure that good advice or signposting is given to customers.- Demonstrate imagination, initiative, diplomacy and resilience in an environment that can be demanding and stressful.- Assist in the development and delivery of training of our 'Your Comments Count' procedure, giving support and guidance to other colleagues in respect of complaint resolution.- Record and monitor the progress and outcome of complaints, comments, and suggestions.**Qualifications and experience we're looking for in our Customer Services Officer**:- Level 4 Qualification in Housing or related field OR equivalent qualification and/or extensive experience in a similar problem-solving role- Experience of working in a high-pressured customer focused environment, solving complex problems, dealing with customers displaying a range of emotions, handling and resolving complaints across a diverse service area- Experience in working with software packages, including Microsoft Office and bespoke databases- Experience in responding to complex and sensitive customer complaints/queries both in writing and verbally**Skills we're looking for in our Customer Services Officer**:- Demonstrate a positive, flexible approach to team working- Ability to assess and understand a wide range of policies, procedures, and legislation- Adaptable with the ability to contribute ideas and solutions to improve the service- Ability to organise and prioritise workload with minimum supervision- Ability to demonstrate effective communication skills, in particular negotiation and conflict handling skills- Able to work flexible hours to meet the needs of the service**What you might be asking is, why work for us?**We are proud to be an IIP Gold Accredited Organisation and we put our people first! By joining Berneslai Homes, you will have access to a wide range of employee benefits including:- Flexible Working Packages- Excellent Pension Scheme- Discounted Gym Membership- Health & Wellbeing Checks- Fantastic Training and Development OpportunitiesCVs will not be accepted.**Job Types**: Full-time, Permanent
