Customer Experience Co-ordinator - Reed : Job Details

Our customer feedback allows us to learn where, as a landlord, we need to focus attention on improvements and better delivery of our services. You will play a part in being the voice of the customer, having the initial oversight of all feedback from customers through surveys, compliments, member enquiries or complaints. An excellent customer journey and experience will be your main drive and focus. You will raise and champion noticeable trends in customer feedback, to initiate the change process towards continual service improvements. You will work alongside the Customer Engagement Officers and be part of the Customer Experience Team. You will work closely with all complaint handlers who are service leaders across the business.

Demonstrating high personal standards of integrity, fairness, respect and empathy, when dealing with customers, colleagues and stakeholders. Including being prepared to challenge inappropriate behaviour • Establishing and maintaining positive and effective working relationships with colleagues across all teams, with a laser focus on getting it right first time for customers

• Responsibility for co-ordinating all complaints in line with our Complaints Policy. Including acknowledging the complaint, allocating to the relevant complaint handler and liaising with the complainant, as well as processing any compensation forms if a financial remedy has been agreed.

• Investigating and responding to Low risk and one issue complaints as quick resolution stage one complaints. You will be impartial in assessing the complaint and choosing appropriate remedies to resolve any identified issues. • Knowledge of all key areas of complaint handling, including Spotlight Housing Ombudsman reports.

• Supporting complaint handlers by directing them to appropriate guidance to support decisions. • Quality assurance checking all complaint responses to ensure they meet our expectations and the Housing Ombudsman’s Complaint Handling Code (April 2024). You will be confident and comfortable in feeding back or challenging draft responses, to all levels of colleagues in a position of leadership.

• Gathering requested information for Housing Ombudsman independent investigations, creating a pack for the Customer Experience Manager to review.- 

• Monitoring and managing the member enquiries inbox, ensuring all MP and Councillors receive a high-quality response within timescales.

• Using survey feedback to contact customers and assist them with areas of dissatisfaction, liaising with services to resolve concerns.

• Noticing trends in the feedback from customers, considering feedback from different sources such as complaints and surveys holistically, working with the Business Improvement Team to raise themes and feedback points.

• Ensuring all contacts, actions and tasks relating to customers are accurately recorded to comply relevant data protection policies Digital and ICT

• Using relevant business systems appropriately and accurately, recording all customer contact, information relating to enquiries and actions in accordance with established policies and procedures Equality, Diversity & Inclusion (EDI)

• Excellent listening skills, patience and empathy • Ability to problem solve to manage a wide variety of customer contacts and needs

• Experience dealing with customer dissatisfaction Personal qualities: