Customer Experience Officer

Turn complaints into better homes and better service

As a Customer Experience Officer, you will be the first point of contact for complaints and compliments across our Housing Service. You will listen, investigate fairly, and make sure every customer knows where they stand.

This is a role with real responsibility. You will decide whether a complaint is upheld, explain that decision clearly, and agree compensation where the service has fallen short.

What you'll do

* Log, record and coordinate all complaints and service issues so every case is accurate and up to date

* Keep customers informed at every stage of the complaints process

* Work with colleagues across Housing to investigate complaints thoroughly

* Decide whether complaints are upheld and explain the reasons to customers and managers

* Investigate compensation claims and agree discretionary payments for service failures, in line with policy

* Track agreed resolutions and cases in our CRM system, chasing delays and making sure written enquiries get a prompt response

* Help customers use our online services to report issues and make complaints

* Follow safeguarding, data protection, health and safety and financial procedures

* Contribute ideas to improve our policies and the way we work

What you'll bring

* Experience of handling customer complaints or enquiries, ideally in housing or another public-facing service

* A fair, evidence-led approach to investigation and decision-making

* Clear, confident written and spoken communication, including explaining difficult decisions

* Strong organisation, with the ability to manage and track a busy caseload

* Confidence using IT systems, including a CRM, and helping others go digital

* A commitment to equality, diversity and putting customers first