Customer Experience Officer (6 month FTC)

Here at Havebury Housing, we are looking for a Customer Experience Officer (6 month FTC) to join our dedicated team. As a Customer Experience Officer, you will be responsible for providing excellent customer service, ensuring that the needs and expectations of our residents are met. You will work closely with other departments to resolve issues, handle complaints, and gather feedback to enhance our service delivery.

We own and manage c.7,500 homes in the east of England, working closely with other agencies and stakeholders within our communities. We build on the good foundations we have in place in being a customer-centric organisation, investing in our existing homes - including our zero-carbon journey - as well as building new homes.

We’ve also concluded a review of how we work in the future, with options around home and office flexible working, as well as a generous annual leave allowance and other benefits.

Outline of key responsibilities:

• Respond to customer inquiries and complaints in a timely manner, providing resolutions that enhance customer satisfaction.
• Coordinate and manage the customer feedback process, identifying common trends and suggesting improvements.
• Work collaboratively with various departments to implement customer service improvements.
• Assist in the planning and execution of community engagement activities to promote resident involvement.
• Maintain accurate records of customer interactions and feedback for reporting purposes.

We are looking for someone who:

• Has a strong background in customer service, ideally within a housing or community environment.
• Possesses excellent communication and interpersonal skills.
• Is proactive and able to work independently as well as part of a team.
• Has good problem-solving skills and the ability to manage multiple tasks effectively.
• Is proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams) and able to learn new software quickly.

In return, we are offering...

• An annual salary of £29,400.00
• We are committed to providing a healthy work-life balance for employees and their families, as such we operate full hybrid working conditions from home and our office in Bury St Edmunds
• Annual Leave - 28 days per year, (plus bank holidays) increasing to 32 days when you reach your 3rd year with us. To give greater flexibility around your holidays you can also buy, sell or carry over up to 5 days of annual leave each year
• Pension – between 7% - 12% dependant on individual contribution
• Life assurance - a payment of X3 your salary.
• Annual Flu Jab - provided each winter to all employees.
• Electric Vehicle salary sacrifice scheme - plus we currently have free electric charging points
• Competitive medical cashback plan

"At Havebury we operate a no closing date policy and evaluate candidates upon application. Therefore please apply without delay."

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.