Customer Experience Advisor

4 weeks ago


Bradford, Bradford, United Kingdom Anchor Full time

About the Role:

We are seeking a skilled Customer Experience Advisor to join our team at Anchor, England's largest not-for-profit providers of care and housing for older people. As a Customer Experience Advisor, you will play a pivotal role in managing and resolving complaints to ensure an excellent service for our tenants and stakeholders.

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.

About Anchor:

Anchor is a not-for-profit organization that provides care and housing for older people. Our mission is to transform housing and care so everyone can have a home where they love living in later life. We offer a range of benefits, including a pension plan, flexible working options, and access to online GP appointments.

Why Join Us:

At Anchor, we value diversity and inclusion. We are proud to be an equal opportunity employer and have a range of colleague networks to support our employees. We are committed to providing a supportive and inclusive work environment that allows our employees to thrive.



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