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Customer Experience Coordinator

2 months ago

Derby, Derby, United Kingdom Futures Housing Group Full time
About the Role

We are seeking a highly skilled and motivated Customer Feedback Coordinator to join our team at Futures Housing Group.

As a key member of our organization, you will play a vital role in driving customer satisfaction and informing business decisions through data analysis and feedback.

Key Responsibilities
  • Collaborate with the Digital Team and customers to design and deliver a digital feedback platform, capturing ad-hoc feedback from customers and team members.
  • Lead cross-functional teams to ensure service, policy, and process changes are informed by customer views, driving business improvements.
  • Work with the Complaints Team to analyze and share customer feedback in a clear and concise format, ensuring changes are effectively communicated to customers.
  • Use data insights to inform strategy and drive customer-centric decision-making, influencing workstreams and business outcomes.
  • Develop innovative solutions to engage excluded or disengaged customers, leveraging best practices from within and outside the sector.
  • Evidence and share customer feedback and outcomes externally, enhancing our reputation and Tenant Satisfaction Measures.
What We Offer

As a valued member of our team, you will enjoy a competitive benefits package, including private healthcare options, discount schemes, and a focus on health and well-being.

With opportunities for growth and development, you will have the chance to make a meaningful impact on our customers and communities, while enjoying a dynamic and supportive work environment.

We are proud to be an Investor in People Platinum award winner, recognizing our commitment to employee experience and development.