Customer Care Co-ordinator Hemel Hempstead, Hertfordshire (Hybrid/ Smart Working) 31,298 Per Annum Plus Benefits Fixed Term Contract, Full Time (12 months) (37 hours per week) We are currently seeking a Customer Care Coordinator to join our Customer Service Centre. In this key role you will play a crucial role in helping us meet our promises to customers. Your main objective is to resolve escalated queries to improve customer experience and prevent complaints. Other Responsibilities: Serve as the next point of contact for unresolved queries from Contact Centre Advisors, processing a high-volume of customer queries. Own complex and high-risk customer issues through to resolution Liaise with multiple teams and contractors to get answers for customers and make necessary arrangements, including booking appointments. Proactively reach out to customers via email, text, phone, and letter to provide updates and solutions in a timely manner. Consistently develop a rounded knowledge of housing, repairs, and related services to advise customers in line with the Thrive Deal (our service standards). Escalate issues for out-of-policy decisions or senior attention to prevent complaints. Provide solutions or compensation to fix problems and prevent them from becoming complaints. Monitor progress of actions, reminding teams where necessary, to ensure commitments are met and accurately recorded. Requirements: Customer focused with excellent communication skills to ..... full job details .....