CCT Scheduler

CCT Scheduler (Damp & Mould) £25,500 | The Maltings, Bath | Permanent Full Time | 37 hours per week Your Productivity. Our Customers. Together, we create an exceptional customer experience. Are you a people-first problem solver with a talent for turning customer challenges into positive, lasting experiences? We’re looking for a confident communicator to be the welcoming first point of contact for our customers—whether by phone, email, social channels, or in person. In this dynamic role, you’ll take ownership of customer queries from the very first interaction, resolving issues wherever possible, coordinating with our wider teams when needed, and keeping everything running smoothly behind the scenes. If you thrive in a fast-paced environment, can stay calm under pressure, and take pride in delivering accurate, high-quality service every time, we’d love to hear from you. What you'll be doing Act as the first point of contact by answering calls, reviewing emails and other correspondence, monitoring social and other media where appropriate, and greeting customers in reception to resolve queries. Resolve as many customer inquiries and transaction requests as possible at first contact, effectively managing conflicts and ensuring any required customer adjustments are completed. Redirect calls and communications to the appropriate teams when necessary, and generate outbound communication—calls, emails, and letters—tailored to customer needs. Follow the complaint resolution process, develop mediation skills, and support customer-facing teams to improve resolution rates. Maintain accurate KPI and management information records, ensuring precision in data entry and reporting. Handle additional customer queries and transaction requests as needed, delivering thorough support and solutions. Prioritise health and safety for yourself and others by adhering to Curo’s policies and procedures. Confirm appointments using customers’ preferred communication methods and record clear notes before scheduling with property maintenance colleagues. Manage the ‘no access’ protocol with the Repairs Support Officer, ensuring timely completion and customer updates. Organise daily repair allocations for property maintenance colleagues, ensuring work is assigned within set timeframes to maximise customer service and productivity. What you'll get in return Beyond a salary of £25,500 and the chance to make a difference every day, you'll get: 26 days annual leave per year (plus bank holidays), increasing to 29 days Your birthday off as an extra holiday Up to 10% matched pension contribution Hybrid working (3 days in office, 2 days at home) Flexible benefits which might include a Health Cash Plan Access to an Employee Assistance Programme for your wellbeing More about you Essential: Strong communication skills Excellent organisational skills High attention to detail Proactive problem-solving mindset Professionalism and empathy About Curo We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide. We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers. We're committed to making our recruitment process accessible to everyone --- if you need any adjustments to help you apply or interview, please contact our recruitment team at recruitment@curo-group.co.uk