Emma Clare

Quality and Performance (Temp Role with Option to Apply) Whilst Also Working as a Customer Advisor @Torus

St. Helens, GB

From 16th October 2023 permanent role with Torus - customer advisor role May 2023 - 13th October 2023 worked for Castlefield Recruitment - Temp contract with Torus Quality & Performance team- Aug 2023 to present - Dealing with no access jobs 4hr emergencies, 48hr priorities, 20day making outbound calls to find out finding out reason for no access ( tenant forgot, HMS op didn’t turn up, tenant wasn’t aware of appt etc ) & re booking the job if needed. Cancelling no access job where applicable June 2023- Complaints Aftercare stage 1 after stage 1 response is letter sent - looking at stage 1 complaints checking if everything promised in the stage 1 resolution letter has been completed.Calling the tenant to confirm if they are happy for the complaint to be closed down, kept open at stage 1 or escalated to a stage 2 complaint and informing the complaints id they need to raise compensation request. Escalating to stage 2 if unhappy with what’s been offered work wise. Emailing the complaints team if the tenant is unhappy with the compensation offer. Noting in the account to complete the audit trail for the complaint. Updating agreed dates for update eg for outstanding jobs. Chasing jobs with various teams to make sure it’s done or a reinar can be given to the tenant with an update -Booking in unappointed jobs- calling tenant to book in appointments that have not had an appointment confirmed. If the tenant doesn’t answer the phone confirming a date and time and sending a letter - Supporting with inbound calls and emails when needed in the customer hub and being flexible when needed

St Helens College

BTEC, National diploma in Early Years

Sutton High Sports College

GCSE