Customer Insight - Call Interviewer

Customer Insight Call Interviewer
Beeston, Nottingham
Full-time (37.5 hours) £24,785 - £25,720 - for part-time job share offers, salary will be pro-rata

This permanent position is available as 2x part-time positions (15-22.5 hours per week) or 1x full-time opportunity. Please specify in your application whether you are interested in this vacancy as a full-time or part-time opportunity.

About us: Metropolitan Thames Valley Housing is one of the UK's leading providers of affordable housing and care and support services. We employ over 1900 people to manage and develop our large portfolio of nearly 56,000 homes serving over 75,000 customers across London, the East Midlands, Southern and the East of England.

This role: We are recruiting for up to two permanent Customer Insight Call Interviewers to sit within the Corporate Services Directorate in the Strategy, Projects and Performance Team. The role can be full time; however, we also welcome job share applications and can facilitate two part-time positions if suitable.

As a Customer Insight Call Interviewer, you will be responsible for engaging with customers across several communication channels to gather feedback on the services provided by MTVH. Your exceptional communication skills and unwavering commitment to outstanding customer service are pivotal in making each customer feel genuinely heard and valued. You will create an impartial environment that encourages them to share their thoughts openly, instilling confidence that their feedback will be instrumental in driving improvements to our services.

Through your efforts, you will play a key role in enhancing the overall customer experience and fostering a culture of continuous improvement. As a team player you will be able to manage your own workload and utilise key customer response times to maximise survey response rates, which enables the team to meet target requirements.

What you'll need to succeed:

• Able to cultivate trust with customers and create an open and honest environment where they can share their experiences and feedback
• You will be able to provide excellent customer support and handle challenging situations effectively
• Ability to self-motivate and take ownership of achieving team objectives and targets
• A real team player, with a can-do attitude
• Strong interpersonal skills to establish credibility and build relationships with colleagues and customers quickly
• An excellent communicator with the ability to keep the complicated simple, you will be able to understand and read your audience, adjusting your delivery style accordingly
• You will be able to prioritise tasks while remaining supportive of changing demands effectively
• It will be desirable to have GCSE English/Maths or equivalent
• Given the nature of the role, you will need to be able to speak and write English in a clear and correct manner
• Having a good level of computer literacy skills is essential, which includes proficiency in using office applications and web-based browsers
• Having exceptional record-keeping skills and strong attention to detail is crucial for the fast-paced work you will be doing
• Be sure to identify cases that require additional support and ongoing management and escalate them appropriately

Key dates: In-person interviews will be scheduled for week commencing Monday 08 June

Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England.

We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people.

We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities.

A member of the National Housing Federation the G15 ? which represents London?s largest housing associations ? we influence policy for the benefits of our residents and the wider sector.

In October 2018 like minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We?ll do this by listening to our customers and working alongside them.

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