Reporting to the Head of Customer Voice, the Graduate Customer Experience Partner will play a key role in supporting the Customer Involvement team to complete consultations with customers and feeding back findings to colleagues and customers. You will also support the Customer Feedback team in dealing with customer complaints, looking at the learning and using customer feedback to help shape and influence service improvements.
What you’ll be doing with the support and training from colleagues
* Supporting the delivery of bespoke engagement activities, working with colleagues and customers offering advice, guidance and leadership to ensure the customer voice is at the heart of service development, design and improvements
* Ensuring that customers across Great Places’ neighbourhoods and communities have their voices heard
* Supporting with the delivery of our customer complaints service to include investigating complaints, dealing with customers and colleagues to seek resolutions and ensure learning from complaints is shared and acted upon
* Maintaining an awareness of the political and social context in which we work, both at a local & national level i.e. Housing Ombudsman Service (HOS) Regulator of Social Housing – consumer standard and Tenant Satisfaction Measures
* Keeping up to date accurate and relevant customer insight from any engagement activities, complaint handling and ensure this insight is maximised through service improvements
* Working with services, customers and leaders to ensure that complaints and customer feedback is used to make recommendations to service delivery teams and customers are kept informed through agreed channels
* Writing complaint responses and for internal and external publications with a focus on sharing with customers
* Using systems to maintain accurate records and publish customer consultations on our digital customer engagement platform
* Ensuring the responsibilities of the post are carried out in a way that reflects the standards, vision and values of Great Places
* Representing Great Places in a professional manner with integrity, inclusivity and respect for diversity
* Working 35 hours per week and having a flexible approach to work
What you’ll need
* A minimum 2:2 achieved in the past 3 years, ideally within a relevant subject area
* GCSE maths and English or equivalent at grade C/4 or above
* A clean UK driving licence and access to a car would be desirable
* Experience of working in a customer focused environment, with a proven ability of delivering a high standard of customer service
* Excellent written and verbal communication skills to include the ability to compose complaint response letters and reports
* Ability to work as part of a team, as well as using your own initiative and time management skills to deliver tasks on time
* Keen eye for detail, be curious and good organisational skills
* Competent level of ICT skills including the full range of Microsoft applications and the ability to use technology such as a mobile phone, tablet and laptop
* Commitment to completing all parts of the training programme
* Commitment to observe and comply with all policies / procedures / working practices / regulations and in particular Great Places Equality and Diversity Policy, Health and Safety Policy and Safeguarding Policy
Key dates
* Closing date - Friday 26th September 2025
* Assessment day - Friday 10th October 2025
* Expected interview day - Thursday 16th October 2025
* Start date - end of October 2025/ beginning of November 2025