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Customer Experience Officer

2 months ago

Birmingham UK, West Midlands, United Kingdom HAYS Full time

Customer Experience that really does make a difference to people lives

Are you in Customer experience role? Do you want to add value to other people’s lives?


Customer Experience Officer x 2

£35330 per annum - exceptional package including 33 days hol

35 hours week

Birmingham


The Organisation


We are very pleased to be representing Midland Heart in the recruitment of two Customer Experience officers. Midlands Hearts mission is to deliver homes and services across the Midlands to help people live independently.


They are responsible for delivering their service to 70000+ tenants across 34000 homes. They are an award winning organisation – The Sunday Times Best Place to Work 2024, Silver Award Armed Services Covenant and TOP 50 Inclusive Employers 22/23.


The Role


You will support the Quality and Customer Experience Manager to drive and improve process change to enable positive outcomes for Midland Heart’s customers and the organisation. To lead the investigation and resolution of complaints, working closely with customers, business leads and external contractors to achieve resolution.


Duties will include


Taking ownership and responsibility for any complaint that goes beyond stage 1 of the complaint process liaising directly with the business to ensure that the complaint is resolved.


Producing monthly case studies on service failure from all areas of the business to inform managers where service improvement is required and failure has occurred.


Handling all customer contact accurately and consistently in order to deliver a great customer experience, maintaining a positive and professional attitude at all times.


Supporting the continuous improvement of services to customers across the business through the analysis and identification of the root cause for complaints.


Engage and network across the business to negotiate practical solutions to meet customer needs and drive forward service innovation.


What you will need to succeed


First and foremost, you will have a real passion and enthusiasm for providing successful outcomes for your customers. Experience within the Social Housing Sector isn’t essential, you could be from banking , retail, insurance, online service sector. This is a very rewarding sector to work in, you work directly impacts on peoples lives.


You will also possess excellent analytical ability, with experience of using Excel at an intermediate to advanced level. Experienced in producing and present complex reports, policies and strategies to a variety of audiences - both internal and external. Possess a proven track record of quality process improvement. Have experience identifying the root cause of a complaint and the corresponding improvement in services that is required.


What you will get in return


Salary: £35,330 per annum

3 days x onsite, 2 x days remote per week – flexibility required, subject to business requirements).

Pension: up to 8% matched contribution (auto-enrolled on 4%).

Professional Membership: We’ll pay for one annual subscription to a professional body.

Annual Leave: 25 days per annum, increasing to 28 after 3 years of service, 29 after 4 years and a maximum of 30 after 5 years (+ bank holidays). Option to purchase up to 5 days additional leave.

Brilliant Benefits Online Portal: Access to travel, retail and leisure discounts across brands large and small.

A health cash plan: Providing money back for day-to-day health including access to a 24/7 online GP.

Financial Support & Flexibility with regards to training & development: We’re dedicated to supporting our colleagues’ development. That’s why we’ll support you both financially and with time flexibility to obtain relevant qualifications that increase your effectiveness to deliver your role.


Please contact me for further information