Customer Experience Officer

Customer experience really does make a difference to people. Are you in a customer experience role? Do you want to add value to other people's lives?

Your new organisation
We are very pleased to be representing an incredible housing association in the recruitment of two Customer Experience officers. This housing association's mission is to deliver homes and services across the Midlands to help people live independently. They are responsible for delivering their service to 70000+ tenants across 34000 homes. They are an award-winning organisation - The Sunday Times Best Place to Work 2024, Silver Award Armed Services Covenant and TOP 50 Inclusive Employers 22/23.

Your new role
You will support the Quality and Customer Experience Manager to drive and improve process change to enable positive outcomes for Midland Heart's customers and the organisation. To lead the investigation and resolution of complaints, working closely with customers, business leaders and external contractors to achieve resolution. Within this role you will take ownership and responsibility for any complaint that goes beyond stage 1 of the complaint process, liaising directly with the company to ensure that the complaint is resolved. You will produce monthly case studies on service failure from all areas of the business to inform managers where service improvement is required and failure has occurred. You will handle all customer contact accurately and consistently in order to deliver a great customer experience, maintaining a positive and professional attitude at all times. You will support the continuous improvement of services to customers across the business through analysis and identification of the root cause of complaints. You will also engage and network across the business to negotiate practical solutions to meet customer needs and drive forward service innovation.

What you will need to succeed
First and foremost, you will have a real passion and enthusiasm for providing successful outcomes for your customers. This is a very rewarding sector to work in, and you will work directly to successfully impact on lives. You will also possess excellent analytical ability, with experience of using Excel at an intermediate to advanced level. Experienced of producing and presenting complex reports, policies and strategies to a variety of audiences - both internal and external. Possess a proven track record of quality process improvement. Have experience identifying the root cause of a complaint and the corresponding improvement in services that is required.

What you will get in return
You will receive an annual salary of £35,330. You will work on a hybrid working model (3 days on site, flexibility required subject to business needs). This organisation offers up to an 8% matched contribution. 25 days annual leave increases to 28 after 3 years of service, 29 after 4 years and a maximum of 30 after 5 years (+ bank holidays). Option to purchase up to 5 days additional leave. This organisation has an excellent benefit portal for access to travel, retail and leisure, alongside a health cash plan and financial support and flexibility in relation to training and development.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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