Customer Experience Officer

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We take pride in ensuring that our 33,000 customers receive the highest level of customer service and we now have a superb opportunity for driven individuals to join us as Customer Experience Officers – key roles which contribute to our achieving a consistently strong customer satisfaction rating - on both a fixed-term and permanent basis.

As an inquisitive individual, you’ll be responsible for investigating any complaint that goes beyond the informal stage of our complaints process, liaising directly with internal business stakeholders to identify root cause and ensure that the complaint is resolved in a timely and efficient manner. Communication is key to providing a great customer experience so – to provide customers with peace of mind that their complaint is being dealt with in a professional manner – you’ll be responsible for writing thorough, comprehensive letters of high quality to customers, which will outline the actions taken in response to their complaint. It is vital that we learn from the feedback provided by customers and internal stakeholders. You’ll therefore support the continuous improvement of services through the analysis and identification of root causes of complaints - being part of what makes us brilliant.

Our ideal candidate? We’re seeking a highly educated individual with strong investigation and presentation skills and the ability to improve processes and procedures. Winning the confidence of customers and stakeholders is essential to this role, so you'll need both exemplary verbal skills and proven ability to produce letters and reports to a high standard. Given the nature of the work, our Customer Experience Team face scrutiny from both internal and external stakeholders – the successful candidate will therefore show an aptitude for challenging/defending opinions, as well as learning from constructive feedback when possible.      

Who are Midland Heart? We’re a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we’re here to develop your potential.

Interested? To apply please register on our candidate portal and submit a comprehensive CV. In addition, in place of a cover letter, please upload your answers to the following questions, which will contribute to the success of your application:

1. Describe a time when you have received adverse / constructive feedback (no more than one paragraph).
2. How did this feedback make you feel, in no more than 3 adjectives?
3. What did you learn / what did you change based on this feedback? (no more than one paragraph).

Please be advised that failing to provide answers to the above will result in your application being declined.

Closing date for receipt of completed applications is midnight on 4th April 2019.