Customer Relations Officer

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Job description

Customer Relations Officer

Contract: 9 Month Fixed Term (Maternity Cover)

Location: Hybrid - Home working and office based (Rowley Regis)

Salary: £24,952.20 per annum

Black Country Housing Group (BCHG) is seeking a dedicated Customer Relations Officer (CRO) to provide seamless customer service during a 9-month maternity cover.

What We re Looking For:

The ideal candidate will have strong customer service skills and the ability to work both independently and as part of a team. Key qualities include:

• A values-driven individual committed to providing excellent service.
• Attention to detail and strong organisational skills.
• Excellent communication skills, both face-to-face and over the phone.
• Ability to manage difficult conversations with empathy and professionalism.
• Computer literate, with knowledge of housing systems or the willingness to learn.
• Experience in negotiating and resolving queries related to arrears and payments.
• Ability to support colleagues and customers in a dynamic and collaborative environment.
• A positive, "can-do" attitude, with the ability to take initiative.

Key Responsibilities:

- First point of contact for customer enquiries (repairs, lettings, tenancy, income management).

- Manage customer profiles, arrears accounts, and housing data.

- Negotiate settlements on arrears and encourage digital platform use.

- Providing administrative support to help achieve team and organisational objectives.

- Handling housing benefit notifications, rent adjustments, and former tenant arrears.

- Assisting with lettings, sales, and property marketing tasks

Why Join Us?

At BCHG, we re more than just a housing provider. We are a team that cares deeply about the people we serve and the colleagues we work with.

• 28 Days Annual leave per year (pro rata), plus bank holiday entitlements so you can have a well-earned rest
• Hybrid Working Opportunities - helping you to work in the most effective way for you
• Staff recognition scheme because hard work doesn t go unnoticed
• 100% Annual Attendance Reward to reward you for being there for our customers
• Annual Pay Review ensuring your pay reflects what s happening in the market
• Access to an Employee Assistance Programme which provides free, confidential support in health, wellbeing, financial and legal matters because sometimes, we all need a helping hand
• Life assurance In case the worst should happen
• A broad learning and development programme to help you be the best that you can be
• Access to an attractive contributory pension scheme giving you peace of mind about life after work.

About us:

With over 2,183 homes across the Black Country and Birmingham, as well as a purpose-built Residential Care Home, we are deeply committed to supporting our local communities. Through our career development, training, and employment services, we help individuals achieve their aspirations.

Since our founding in 1974, we ve significantly expanded both the number of homes we manage and the range of housing-related services we provide. Each year, we positively impact the lives of thousands of customers.

At Black Country Housing Group, our values are more than just words they shape the way we operate and how our colleagues interact daily. We re dedicated to the growth and well-being of our team, earning Gold recognition from Investors in People. We are also honoured to have received the Gold Award from the Armed Forces Covenant for our ongoing support of veterans and their families.

As a Disability Confident Employer, we continuously strive to create a more inclusive workplace. We are proud to promote equal opportunities and welcome applications from all backgrounds, including those of different ages, disabilities, genders, sexual orientations, races, religions, and marital statuses. Reasonable adjustments will be made available if required during the interview process.

If this sounds like the right fit for you, we encourage you to join our friendly and dedicated team at BCHG!

How to Apply

Please complete the application form and upload your CV.

Interviews will be held on Thursday 17th October 2024 on site at our Head Office.

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