Customer Experience Officer

As Customer Experience Officer, the candidate must be passionate about making a real difference to the lives of our customers with the ability to resolve issues with empathy and efficiency. It is important they have previous complaints handling experience within the social housing sector.The focus of the role will be:Listening and responding : As first point of contact for customers expressing dissatisfaction, ensuring their concerns are heard and addressed in timely manner.Investigating and resolving: Working closely with customers, colleagues and contractors to investigate complaints, identify service failures and provide comprehensive responses.Building relationships: using excellent communication skills to build constructive relationships with customers to resolve concerns at the earliest opportunity.Ensuring Compliance: Following the Housing Ombudsman Service's Complaints Handling Code to ensure all deadlines are met and processes are followed to the letter. Drive improvement: by identifying and sharing lessons learned from complaints to promote continuous service improvement.