Customer Experience Advocate for the Royal Borough

3 days ago


London, Greater London, United Kingdom The Royal Borough of Kensington & Chelsea Council Full time

As a Customer Experience Advocate for the Royal Borough of Kensington and Chelsea, you will play a pivotal role in enhancing customer service by actively listening to residents' concerns, responding effectively, and identifying areas for improvement.

The Role:

  • You will handle and resolve complaints from diverse individuals, significantly influencing the customer experience.
  • Develop a respectful and inclusive approach to ensure every community member feels valued and appreciated.
  • Record, report, analyse, and quality assure complaints, while maintaining our case management system.
  • Proactively challenge the Council to improve by identifying lessons from complaints, collaborating with services, and developing policies for customer satisfaction.

About You:

  • A minimum of [£32,000 - £40,000] salary is available for this challenging role. If you have a proven track record in complaint handling or dispute resolution, responding to complainants with empathy and turning negative experiences into positive outcomes, we want to hear from you.
  • Demonstrate exceptional communication skills, both in person and in writing, with excellent interpersonal skills to build strong relationships with residents and colleagues.
  • Familiarity with Microsoft Word and Excel is essential, producing concise reports with analysis of trends and data.

We offer a supportive and collaborative work environment that fosters professional growth and development. Join us in shaping the future of customer experience in the Royal Borough of Kensington and Chelsea.



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