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Customer Experience Specialist
2 months ago
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.
- Customer 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.
- 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.
- 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.
