Customer Experience Officer - Birmingham, United Kingdom - Midland Heart

Midland Heart

Verified Company

Birmingham, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The Role

As a leading Housing Association, we take pride in ensuring that our customers receive the highest level of customer service.

To support us to achieve this aim, we're seeking a Customer Experience Officer to join our brilliant Customer Experience team

You'll be contributing to us achieving a consistently strong customer satisfaction rating through effective investigation and resolution of complaints, in line with regulatory requirements, policy and procedures and service standards.

As an individual driven by achieving the best possible services for our customers, you'll be responsible for investigating any complaint that escalates from the informal stage of our complaints process, liaising directly with internal business stakeholders to identify root cause and ensuring that the complaint is resolved in a timely and efficient manner.

Communication is vital to providing a great customer experience. You will be responsible for writing high-quality complex letters to customers, outlining the actions taken to resolve their complaint.

Previous experience of complaints handling and investigation
Previous case management experience
Ability to produce letters and reports to a high standard
Ability to manage and adapt to changing and often conflicting priorities.

Who are Midland Heart? We're a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return, you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.

We're proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role._