Customer Experience Specialist

1 week ago


Bradford, Bradford, United Kingdom Anchor Full time
About the Role:

As a Customer Experience Specialist at Anchor, you will play a pivotal role in delivering exceptional customer service and resolving complaints in a timely and professional manner. Your key focus will be on maintaining positive relationships, actively listening to concerns, and providing comprehensive solutions. You will collaborate with different departments, contribute to continuous service improvement, and ensure compliance with regulations.

Key Responsibilities:

Investigate and resolve complaints promptly, taking ownership from start to finish.
Communicate with customers in a clear, professional, and compassionate manner, managing expectations and providing regular updates.
Oversee future actions identified in closure correspondence, acting as the main point of contact until completion.
Act as a mediator between customers and relevant departments for timely and fair resolution.
Maintain organized records of complaints, resolutions, and contribute to trend analysis and improvement initiatives.
Encourage feedback from customers to enhance service delivery and satisfaction.
Stay updated on regulations, policies, and industry best practices.
Collaborate with colleagues to ensure consistent and effective complaint resolution.

Requirements:

Familiarity with relevant regulations and guidelines.
Thorough understanding of company policies, conflict management strategies, and industry best practices.
Exceptional customer service skills with a focus on complaint resolution.
Excellent verbal and written communication skills.
Strong analytical and problem-solving abilities.
Proficiency in office applications and relevant IT systems.
Previous customer-facing role experience, ideally within housing associations or property management.
Demonstrated experience in complaint handling and conflict resolution.
Educated to GSCE level C or above in Maths and English or equivalent.

About Anchor:

Anchor is England's largest not-for-profit providers of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life. We're not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development and improved facilities.

What We Offer:

A rewarding environment with opportunities for personal and professional development.
A competitive salary and benefits package, including a pension plan, flexible working options, and access to online GP appointments.
A chance to make a real difference in the lives of our residents and colleagues.
A collaborative and inclusive work environment that values diversity and promotes equality.
Opportunities for career progression and professional growth.
A range of employee benefits, including discounts on shopping, holidays, phones, technology, and more.
A commitment to supporting the health and wellbeing of our colleagues, including mental health support and access to fitness and wellbeing discounts.
A chance to be part of a team that is passionate about delivering exceptional customer service and making a positive impact in the community.

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