Role: Customer Experience Coordinator
Salary: £28,840 per annum
Hours: 37 hours per week
Location: Worthing (hybrid working after successful probation period)
Contract type: Permanent
We are seeking a Customer Experience Coordinator to join our Customer Experience Team, where you will be the first point of contact for our customers and play a key role in helping shape and deliver a brilliant customer experience. Worthing Homes is a forward‑looking housing association providing affordable, high‑quality homes and services to our local communities. We manage around 4,000 homes and support over 10,000 residents across a diverse range of properties, including social housing, sheltered accommodation and shared ownership. We are a small but ambitious organisation, proud of the difference we make to people’s lives.
Responsibilities
* Respond to customer enquiries across multiple channels (phone, email, social media, in‑person) with professionalism, empathy and promptness.
* Take ownership of customer issues, using strong problem‑solving skills to achieve fair and effective outcomes.
* Work closely with colleagues across departments to provide a seamless customer experience and ensure customer satisfaction.
* Build positive and respectful relationships with customers, helping them feel heard and supported.
* Use internal systems to update customer records and track enquiries efficiently.
Qualifications & Skills
* Excellent interpersonal skills, able to manage sensitive situations and communicate effectively.
* Strong problem‑solving abilities and the ability to think creatively to resolve complex issues.
* Excellent verbal and written communication skills, capable of interacting confidently in person, over the phone and through digital channels.
* Comfortable with technology and able to navigate customer‑service platforms, update records and process information accurately.
* A proactive, positive attitude, able to work independently and as part of a team to achieve shared goals.
Benefits
* Healthcare cash plan
* Contributory pension scheme – company matches up to 6%
* Generous annual leave package of 29 days per year plus bank holidays
* Life Assurance 3× salary
* Retail and gym discounts
* Cycle2Work Scheme
* Employee Assistance Programme
* Funded training and qualifications
* Paid Professional Subscription (1 per year)
* Opportunities for training, learning and skills development
DBS Checks
This role is subject to a basic DBS check to support the safety of our vulnerable customers. Any unspent cautions or convictions disclosed will be reviewed carefully and fairly, with consideration given to their relevance, the time elapsed, and evidence of positive change.
Equal Opportunities
We are a fair and inclusive organisation, and we value each individual’s unique contribution, irrespective of race, ethnic origin, religion, age, gender, disability, sexual orientation or social background.
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