Customer Experience Specialist

3 days ago


Kent, United Kingdom mhs homes Full time
About the Role

We are seeking a highly skilled and dedicated Customer Experience Coordinator to join our team at mhs homes. As a key member of our Customer Experience Team, you will play a vital role in shaping our services to better meet the needs of our customers.

Key Responsibilities
  • Customer Ambassador: Act as an ambassador for mhs homes, upholding high standards of integrity, fairness, respect, and empathy when interacting with customers, colleagues, and stakeholders.
  • Complaint Handling: Champion a positive complaints culture, ensuring that customer feedback is heard, understood, and acted upon to continuously improve our services.
  • Complaint Coordination: Coordinate the complaint-handling process, from acknowledgment to resolution, ensuring timely and high-quality responses that comply with our Complaints Policy and the Housing Ombudsman's Complaint Handling Code.
  • Feedback Analysis: Identify and analyse trends in customer feedback, collaborating with the Business Improvement Team to raise themes and feedback points that lead to meaningful service changes.
  • Customer Support: Support customers through various communication channels, ensuring a seamless and empathetic experience tailored to their needs.
  • Record Keeping: Maintain accurate and concise records of all customer interactions, ensuring compliance with data protection policies and confidentiality standards.
Requirements
  • Strong Communication Skills: Strong communication and problem-solving skills with a focus on engaging effectively with customers, colleagues, and stakeholders.
  • Customer Service Experience: Experience in delivering exceptional customer service and handling customer dissatisfaction.
  • Technical Skills: Proficiency in Microsoft Office applications and confidence using digital channels for customer interactions.
  • Resilience and Adaptability: Resilience and adaptability, able to manage a high volume of customer contacts under pressure.
  • Industry Knowledge: Experience in social housing or a similar sector.
  • Complaint Management: Knowledge of complaint management and familiarity with CRM systems.
  • Excel Skills: Strong Excel skills.
What We Offer
  • Performance-Based Bonus: A performance-based annual bonus + pension contributions matched up to 6%.
  • Holiday Entitlement: 28 days holiday + bank holidays and the option to buy/sell holiday.
  • Training and Development: Training & Development and opportunities for continuing professional development.
  • Supportive Work Environment: A positive, inclusive, and supportive work environment where your voice matters and learning is encouraged.


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