Overview
Customer Experience Champion
£31,361 - £34,845 per annum (depending on experience)
Permanent 35 hours per week
Based in the Worcester office around three days a week, plus offers some flexibility for home working.
Responsibilities
* Handle escalated calls from the Platform Hub team, providing clear, reassuring responses to customers and helping to de-escalate complaints
* Follow up on transactional survey feedback to address any customer dissatisfaction
* Provide timely information to the Customer Experience team to support independent complaint responses
* Collaborate with colleagues to identify the root causes of complaints, sharing insights to help the Customer Experience team respond effectively
* Gather insights to identify service issues and share learning with colleagues to help improve processes and customer experiences
What we\'re looking for
* Have practical experience of housing management and repairs/maintenance
* Be genuinely customer-focused with a drive to improve delivery for the customer and business
* Bring demonstrable experience in a Customer Service role, with strong IT skills
* Have proven experience handling front-line customer feedback
* Demonstrate strong people-focused communication and networking skills, with the ability to inspire, influence and motivate a wide range of people
* Work collaboratively, influencing teams and processes to resolve complex issues
Benefits
* Up to 28 days annual leave (plus bank holidays) with the opportunity to buy and sell leave
* Family-friendly policies including generous paternity, maternity, shared parental and adoption leave plus 3 days paid Urgent Domestic Leave
* Medicash membership for all employees including access to an employee assistance programme, discounted gym membership and exclusive discounts
* Health Cash Plan worth up to £1700 p/a with cashback for dental, optical, physio and complementary therapies
* Pension contribution scheme with employer contributions of up to 12% (inclusive of life assurance and based on employee contributions)
* Learning and Development opportunities
* Employee reward and recognition scheme with wellbeing hub and discounts from a wide range of retailers
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