- You’re an all-rounder: a great communicator with strong organisational skills and the ability to get things done.
- You believe that everyone deserves great customer service.
- You may have no experience of Housing, but you’re looking to build a career helping to deliver a service that people need.
About us
We’re the Service Improvement Team at Barnet Homes. We help customers to resolve complex issues that concern their housing, and we deliver service improvement projects that help teams to deliver what our customers need. We're a team with a great track record of developing new staff members.
Our offer
As a Trainee Service Improvement & Correspondence Officer, you will:
- Complete members’ enquiries (VIPs), Ombudsman responses and Stage 2 complaint responses to a high standard - to provide updates and advice about residents' complex housing issues.
- Support service improvement projects to help address issues for residents and for teams. This may involve:
- Supporting high-level meetings within the Housing Options Service, maintaining action plans, and pushing for progress with these actions outside of the meeting cycle.
- Presenting data within clear graphs and tables, and creating Powerpoint presentations for different audiences.
- Producing clear, easy-to-follow procedures and process maps.
- Writing 'good news stories' to share great examples of where our colleagues have helped residents to resolve difficult issues.
On this 12-month fixed-term contract, we’ll support you to learn on the job, and will arrange training to help you to develop.
Our former trainee, Nathan, had this to say: “This is an interesting, varied role where you will be exposed to many different projects, and the focus on improving the experience of our customers is very rewarding. It gave me the skills to launch a career in service improvement.”
What you'll need to succeed
- A passion for delivering improvements for customers and our teams
- Proven ability to work at pace to provide high-quality written responses to customers’ correspondence
- Excellent written and oral communication skills, with the ability to convey complex information in a straightforward, professional manner.
- A self-starter who manages their time effectively to ensure that the right tasks are prioritised, and key outcomes are delivered
- Excellent people skills with experience of working in a successful team
- Proven ability to collate, analyse and draw conclusions from a range of data and insight including customer feedback
- Strong problem-solving skills, with the ability to be creative and innovative to overcome challenges.
