Where: Newcastle, United Kingdom
Deadline: August 6, 2020
About the company
The Help to Buy team helps people realise their aspirations for full home ownership; and the stability and benefits this brings.
We do this by providing equity loan assistance to purchase a new build home and an administration service for our resulting borrowers that supports them into 100% ownership as they can afford to do so.
About the role
The Customer Relations Officer reports to the Customer relations Manager. They will be working with the Head of Relationship Management to design and operate systems and procedures to respond to equity loan customer enquiries (new purchasers and existing borrowers). They will run a customer relations and relationship forum which will be one of the principal sources of customer insights for the Help to Buy programme.
The Officer will also be responsible for supporting the Manager in the administration of all complaint management, evaluation, recording and responses and the summary reporting of trends/feedback in customer sentiment about the Help to Buy product. The role requires great maturity in the ability to manage sometimes high volumes of customer enquiries and complaints which are of often of critical personal significance to Help to Buy purchasers and borrowers. This role is fundamental to the promotion of clear, consistent customer understanding of the Help to Buy product which means that Homes England can maximise the success of this product.
There may be requirements for travel and mobile working across sites.
• Qualifications: Educated to at least degree level or have similar equivalent customer service experience. Qualification in communications or engagement would be preferable however not essential.
• Essential Experience: Working in a fast moving enquiry handling consumer and/or consumer finance sector. Knowledge of app
roaches and principles for customer engagement and response.
• Desirable experience: would be in customer response in investment, financial products or banks in a highly regulated and or related policy controlled environment. Experience of working with customer engagement surveys, applying and interpreting customer feedback to inform strategies and longer term plans.
How to apply
Click here to apply.