Step into a rewarding 12-month fixed-term contract role offering a salary of £37,773, and the opportunity to make a real impact on tenant experience within a regulated housing environment based in Birmingham.This Customer Experience Officerposition gives you the opportunity to manage end-to-end complaints, including both Stage 1 and Stage 2 cases, ensuring fair, timely, and compliant outcomes.
Youll take ownership of complex and sensitive complaints, working closely with colleagues across the organisation to investigate issues, identify root causes, and drive meaningful service improvements.
Youll be joining a committed team where complaints are valued as a key driver for learning and change, helping to improve services and tenant satisfaction.
In this position, you will:
Manage a high-volume caseload of Stage 1 and Stage 2 complaints
Conduct thorough investigations into escalated and complex cases
Liaise with internal stakeholders to gather evidence and establish root causes
Maintain clear and consistent communication with tenants throughout the process
Draft high-quality outcome letters in line with policy and regulatory expectations
Ensure accurate case recording and audit-compliant documentation across systems
Id love to speak to anyone who has:
Proven experience handling Stage 1 and Stage 2 complaints (essential)
Experience working i...