What's involved with this role: Job Title: Customer Experience Admin Officer Ref: K&C 5270961 Pay rate: £20.86 per hour PAYE Basic DBS is required for this role Hybrid working with a minimum requirement of 3 days per week in the office. The role: Join the team and help put customers at the heart of everything. We're looking for someone to support the delivery of high-quality customer services across the Housing & Social Investment Department. First hand knowledge of the housing ombudsman process or Demonstrable knowledge of the housing and local government ombudsman is essential for this role. Key responsibilities: To work with all service areas across H&SI to provide excellent customer services and ensure that customers are placed at the centre of service delivery To support the transition from a complaints service to a ’customer service’ that demonstrates positive outcomes for residents To be part of any service improvement projects linked to complaints and the customer experience, taking responsibility for delivering actions and feeding back on progress To support the resident engagement processes linked to the delivery of customer services, and ensure residents’ feedback is used to continuously improve To work with the Customer Experience Manager to ensure that the complaints service meets the needs and expectations of all stakeholders and achieves high levels of service-user satisfaction Be responsible for the day-to-day provision of a quality complaints service, including acting as a key contact for external organisations i.e. Councillors, MPs, Housing Ombudsman Meet with colleagues to ensure the lessons learnt from complaints are shared internally and used to continuously improve services, monitoring implementation and success Work with colleagues to encourage first point of contact resolution What the client is looking for: Experience of working in a customer-facing role First hand knowledge of the housing ombudsman process Demonstrable knowledge of the housing and local government ombudsman Ability to give and receive feedback in a constructive manner Negotiation and influencing skills, with experience of resolving service-user issues Motivational and willingness to help the team deliver its objectives An understanding of the principles of continuous improvement Organised and methodical approach to workload and meticulous record keeping A self-starter with the ability to meet deadlines and deliver projects on time Confidently able to provide advice to officers at all levels across the service Able to maintain a high level of confidentiality and discretion, and deal with information requests with tact and understanding Excellent written communication skills, including letter writing Proficient in MS packages e.g. Word, Excel, Outlook, PowerPoint and SharePoint How to Apply Quote the Job Title and Reference Number in your application. Submit your CV in Word format. Applications are reviewed on a rolling basis—early submission is recommended. If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us. Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for. "XI JE Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please.