Customer Experience Officer (PR & Root Cause Investigations]
Estates Camden Town, London NW1, NW1 8PR
Jobs in Customer Experience Officer (PR & Root Cause Investigations] previous successful applicants have come from
An opportunity to work in the nucleus of our property team alongside those supporting new business, tenders, market insights, growth, new tech and projects, training teams and managing workflow and planning resource to ensure all our Service Level Agreements (SLAs) are adhered to. And, where we are not meeting our SLAs or matters are raised in internal audit you will lead in making changes to processes, people (training) and systems in the interests of continuous improvement so we get stronger.
It takes a team to earn and maintain near 5* review ratings on Google and TrustPilot, it takes leadership to sense when colleagues need help and direction. We are growing. Making light work of resolution and a desire to improve every part of what we do, the customer journey and systems is in our DNA.
Customer Experience Officer (PR & Root Cause Investigations] role overview - what does a Customer Experience Officer (PR & Root Cause Investigations] do?
Who you will work with
You will work in the nucleus of our property team alongside those supporting new business, tenders, market insights, growth, new tech and projects, training teams and managing workflow and planning resource to ensure all our Service Level Agreements (SLAs) are adhered to. And, where we are not meeting our SLAs or matters are raised in internal audit you will lead in making changes to processes, people (training) and systems in the interests of continuous improvement so we get stronger.
What do I need to do to become an Customer Experience Officer (PR & Root Cause Investigations] - candidate requirements
The ideal candidate
Ideally, we are looking for someone with a background in a highly regulated sector: banking, law, insurance, property. Someone who knows that decisions are governed by contract, policy and sticking to the process is key.
Attributes you will have: the ability to
- see opportunities to share good news
- write eloquently and in an engaging style
- use data to fact find
- create a log of events
- benchmark events to the lease and contract clauses
- show empathy and listen to all perspectives
- be resolution focused and be able to bring people on a journey through the steps to resolution
- be the type who exemplifies constant contact in every way
- be smart with tech to create & formulate html news yourself snd through your team
- be numerate, to read budgets, calculate apportionments and understand reserves planning
What are the skills and experience you need to be a Customer Experience Officer (PR & Root Cause Investigations]
Salary Range for our Customer Experience Officer (PR & Root Cause Investigations] located in Camden Town, London NW1
Customer Experience Officer (PR & Root Cause Investigations] roles within the Estates at Ringley Limited
The Ringley Group's customer focus sets a benchmark in the industry. We support people who live in communal environments: leaseholders in new build homes, owners who have bought their freehold and those who rent. All our property people are creative problem solvers and help owners understand their block accounts, trace repairs, plan for decorations, buy the freehold, extend their lease as well as day-to-day management. The role will also get you networking with our Legal and Final Accounts Officers.
As an award-winning property specialist 5* company The Ringley Group has gained a reputation as an employer that rewards hard work and develops talent. Described by one client as being ‘like the cavalry coming over the hill’, The Ringley Group does exactly what it says in its mission statement: We strive to offer: ‘good advice, great service by brilliant people, every time’.
We put these words into practice by investing in the continuing professional development of our people. We love to celebrating what we achieve as individuals and as a team. In fact, we have filled our mantelpiece with accolades including a World Skills national training award, Property Week and Times property management awards, awards for corporate social responsibility, and have been singled out as Employer of the Year at the Camden and Islington Business Awards.
Our history: Established in 1997, the name Ringley was an anagram of our founder’s names. Our logo is a hybrid of the former RICS lion and the homa bird; which brought with it a deeper meaning that just seemed to fit. The Homa bird – the Persian symbol of fame and fortune which dates back some 2,500 years. The mythical story is that whosoever alights will have fame and fortune. The homa bird combines the body of a lion, mane of a horse, eye of an eagle and ear of a deer; these represent courage, strength, vision and listening.
Empathy, emotional intelligence are key requirements and right from the start we have always looked to recruit people who we could imagine giving up their time to visit granny. To us this meant respect, listening and learning.
The 1993 Act was pivotal. We saw a future where Leaseholders could expect service, not just transactions. We wanted to be 'reassuringly better' and transparent in all our dealings. By 2003 it seemed natural to write up '100 percent transparency, just ask' as our brand promise. In 2010 we introduced a 'money back guarantee'.
By 2010 we had achieved our initial mission was 'to become a one stop property shop’ with each of the specialist teams in the group established. We then re-wrote our vision as 'good advice, great service, by brilliant people.... Every time', and in short our mission is simply 'to generate recommendations' reminders of this stand proud in our offices today – and we pay out all the superstars who get recommendations, introduce work etc….
