Customer Experience Officer

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We take pride in ensuring that our customers receive the highest level of customer service.  To support us to achieve this aim, we’re seeking a Customer Experience Officer to join us on a fixed term contract until June 2022. You’ll be contributing to us achieving a consistently strong customer satisfaction rating through effective investigation and resolution of complaints, in line with regulatory requirements, policy and procedures and service standards.

As an inquisitive individual, you’ll be responsible for investigating any complaint that escalates from the informal stage of our complaints process, liaising directly with internal business stakeholders to identify root cause and ensuring that the complaint is resolved in a timely and efficient manner. Communication is vital to providing a great customer experience. You will be responsible for writing high-quality complex letters to customers, outlining the actions taken to resolve their complaint.

Our ideal candidate? We’re seeking an intelligent individual with previous complaints handling experience, as well as strong investigation and presentation skills. 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 showing resilience and implementing service improvements to prevent future complaints.     

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? Click on "Candidate Information" below for a full Role Profile. Applying is easy - simply register on our candidate portal uploading a CV and Covering Letter, which show us that you have what it takes to make a success of the role.

Applications close at midnight on Sunday 26th October 2021, however the advert may close earlier, dependent on the volume of applications received.

We’re proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.