Customer Experience Officer

We own and manage c.7,000 homes in the East of England, working closely with other agencies and stakeholders within our communities.

It’s a really exciting time to join us. We’ve recently launched our new corporate plan which sets out what we want to achieve over the next 5 years, with new strategies to support our ambitions. These build on the good foundations we have in place in being a customer-centric organisation, investing in our existing homes - including our zero-carbon journey - as well as building new homes.

We’ve also concluded a review of how we work in future, with options around home and office flexible working, as well as a generous annual leave allowance and other benefits.

We are looking for a Part-time Customer Experience Officer to join the Customer Experience Team here at Havebury. This role will deliver a consistent and fair complaints process; including being a point of contact for complainants, leading on and coordinating investigations and responses, and feeding back to the Customer Experience Manager on root causes and lessons learnt for service improvements. This role is for 22.25 hours per week with flexible days and hours to be discussed at interview.

**Requirements**:
**Outline of key responsibilities**:

- To lead and coordinate formal complaints into the business, ensuring that all are responded to in line with the Housing Ombudsman Service (HOS) Complaint Handling Code and all other relevant guidance.
- Ensuring a fair and consistent delivery of our complaints service, giving due consideration to compensation where relevant.
- To investigate, with the support of the relevant service managers, all complaints and compile a suitable response to formal complaints with a focus on the customer’s experience, and early resolution.
- To escalate any relevant complaints to Stage 2; co-ordinating the preparation of hearing panel packs, contact with the complainant, our Directors and Assistant Directors, and our Complaints Hearing Panel.
- To feedback outcomes and ensure actions from complaints are delivered by all staff.
- Working with the Communications team to make sure our complaints service is easily accessible to all customers. This may include tenants, local residents and MPs and Councillors.
- Supporting the delivery of key Customer strategies
- To work with the Customer Experience Manager and other team members to share data insights from complaints, ensuring they are used to improve services for customers.
- To implement a regular programme of Customer Journey Mapping for the complaints service users to provide an up-to-date view of our satisfaction levels with complaint handling.

**We are looking for someone who**:

- Excellent interpersonal and communication skills
- Previous experience overseeing customer complaints is desirable
- A background in Customer Service or Experience
- Ability to build respectful working relationships with colleagues and stakeholders
- A proactive approach to resolving issues and understanding service demands and trends.
- Experience in delivering against set targets, on time.
- Good working knowledge of Microsoft Office (especially Word, Excel, Powerpoint, Outlook and Teams)
- Has the ability to ask the right questions to be able to understand the customers’ requirements.

**Benefits**

**In return we are offering**:

- An annual salary of up to £28,000 pro rata to £16,800 for 22.25 hours per week.
- Flexible hybrid working with a mix of working from home as well as from our office in Bury St Edmunds around a 22.25 hour week.
- 28 days annual leave per year (plus bank holidays) increasing to 32 days after 3 years employment (pro-rata). To give greater flexibility around your holidays you can also buy, sell or carry over up to 5 days of annual leave each year
- Employers pension contribution between 5% - 10% dependant on individual contribution.
- Life assurance payment of 3 x annual salary
- Annual flu jab provided each winter
- Competitive medical cashback plan.