Senior Customer Experience Officer

4 days ago


Birmingham, Birmingham, United Kingdom Midland Heart Ltd Full time
Customer Experience Officer

We are seeking a highly organized and resilient individual to join our Customer Experience team as a Customer Experience Officer. As a key member of our team, you will be responsible for investigating and resolving escalated complaints in a timely and efficient manner, ensuring that our tenants receive the highest level of customer service.

Key Responsibilities:
  • Investigate and resolve escalated complaints in accordance with regulatory requirements, policy, and procedures.
  • Liaise with internal stakeholders to identify root causes and ensure timely resolution of complaints.
  • Write high-quality complex letters to customers outlining the actions taken to resolve their complaint.
  • Coordinate the resolution of enquiries from Members of Parliament, Councillors, or other correspondence directed to our Executive Board.
Requirements:
  • Experience of case managing complex escalated complaints in a regulated environment, such as Housing, Financial Services, Health, or Legal Services.
  • Knowledge of the Housing Ombudsman Code and its requirements.

We are a Smart Working organization where you can expect to be present in the office for 3 days a week. We are flexible to ensure you can meet and enjoy life's challenges and opportunities throughout the year. We are proud to be a Disability Confident Employer.


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