Customer Experience Officer

Are you passionate about delivering outstanding services for customers?

Could you strive to improve the quality of life for customers?

Do you like to make a difference?

If this sounds like you, this could be your perfect role.

Here at Johnnie Johnson Housing, we’re looking for a Customer Experience Officer to join us in delivering a Celebrity Service to Customers, Colleagues and external partners.

**Your challenge as our Customer Experience Officer is to**:
Provide an exceptional customer experience to our customers through multi-contact channels.

Resolve queries at the first point of contact.

Provide advice on rent payments, recovery and welfare benefits, choice-based lettings and nomination agreements including anti-social behaviour and other tenancy matters.

Provide moving in and moving out support, leasehold related enquiries, staircasing and admin, general administration including CORE returns and customer support, including complaints handling and resident engagement.

Optimise the use of technology and systems, contributing to process and service reviews, identifying efficiency savings and service improvements.

Maintain timely and accurate details of all contacts, queries, and actions on JJH’s housing management system.

So now you’ve heard a bit about what you’ll do, let us tell you a bit about the team - it’s important to know who you might be working with, right?

**Our Team**

We are a close-knit team of 11based at our great innovation Hub in Cheadle. We’re led by Reece our Customer Operations Lead and as well as providing support to the organisation and our customers, we support each other too. We work hard but we also like to have fun

**About You**

We’re looking for someone who:
Is a great communicator who puts customers at the heart of everything you do.

Has experience of delivering exceptional customer service.

Has experience of resolving customer queries at first point of contact.

Will show empathy and understand the sensitive nature of the issues being dealt with and work effectively within a team.

Is experienced in a wide range of multimedia channels and systems.

Leasehold experience would be fantastic bonus.

You’ll be comfortable working with colleagues across the business in an environment focused on continuous improvement and digital innovation.

If you think you’ve got most of what we are looking for, but not everything, we’d still love to hear from you.

**And the benefits of working for us?**

We work in a completely agile way, you can work from home as well as your main place of work, as long as our residents and customers are put first. You’ll also have a degree of flexibility, so you can attend the important things in life. Whether that’s a gym class you’d love to attend, your child’s school play or maybe it’s just that you’ve got a ‘delivery’, we will work with you to be flexible.

We offer a fantastic holiday allowance of 33 days per annum (including statutory holidays) which rises to 38 days after 5 years’ service. We can offer you a 35-hour working week, an enhanced 5% employer contribution pension scheme and a recognition scheme with both financial and non-financial rewards such as gift vouchers, early finishes or even a later start.

We understand how important having a safe, affordable and comfortable home is, and the difference it can make. We pride ourselves on ensuring our properties support and help people live well and independently for longer. Our mission is to help all our customers to live longer and live better, in a place that they are proud to call home.

Why don’t you visit our careers site to find out more about us, the role and what we can offer you.