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.
To lead on the delivery of customer care and technical care services across the region including latent and other defect management, complaint resolution and property handovers from developers to customers.
Leading the team to deliver the customer care service for the region through a technical and customer care service.
Provision of regular regional performance, KPI, customer satisfaction and lessons learnt reporting.
Comply with and influence the development of customer policies, processes and procedures.
Work at a senior level within the region with internal teams across Development, Property and Customer services directorates to deliver a seamless customer journey.
Work with developers and s106 partners to deliver most effective customer services.
Provide technical building knowledge support through latent defects management/surveyor and the wider team.
Develop customer use of technology as part of the service offering.
Improve colleague interaction across the business (the internal customer)
Develop customer satisfaction and document management systems
Manage organisation and customer insurance claims
Maintain a database of key performance indicators relating to Customer Satisfaction, analysing trends and opportunity for improvement.
Produce accurate reports for management on the performance of the Customer Care Team.What you'll need to succeed
Experience of working in a customer oriented environment
Excellent IT skills
Experience of working for a house builder and/or housing association.
Experience of dealing with distressed/difficult customers.
Good budgeting and finance skills
Construction/design/housing management qualification.
Ability to read and relate drawings to actual build.
Good knowledge of contracts and contractual arrangements such as the JCT standard forms.
Knowledge of mechanical and electrical installations and common problems associated with them.
Experience of identifying defects at pre-handover site visits.
What you'll get in return
You’ll be working in a fast-paced environment where you can benefit from our comprehensive in-house training to continue developing your skills. We offer excellent benefits, including:
28 days annual leave plus public holidays and an additional Belief Day, with the option to buy or sell up to 5 days leave
Matched contribution pension scheme (up to 9%)
Enhanced maternity, paternity and adoption leave
Salary sacrifice schemes and season ticket loans
Life assurance scheme
Paid volunteer days
Plus lots of voluntary benefits including cash back and discounts from high street namesOur promise
All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation.
We are proud to have been recognised by Disability Confident for our commitment to disabled people and those with long term health conditions by providing fair and equal opportunities for all applicants enabling them to fulfil their potential and realise their aspirations
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