Are you hungry for your next challenge? Do you have a thirst for driving continuous improvement? We have some fantastic new opportunities as Customer Experience Officers to join our Customer Experience team. As a Customer Experience Officer you’ll work with all customers facing service areas to identify trends and themes in service failures, supporting the whole of LHP in continuously improving the customer journey and experience when accessing our services. You’ll ensure LHP meets our responsibility under the Housing Ombudsman complaint handling Code, providing oversight on service compliance and supporting LHP colleagues with writing uncomplicated, high-quality resolutions for customer complaints. A key focus of your role will be to ensure a 'Customer-First’ experience for temporary accommodation scenarios when customers require a decant due to major works, risk assessment or disrepair claims. What is Lincolnshire Housing Partnership like to work for? We’re a local housing association with our roots firmly fixed in our Grimsby and Boston communities, many of our colleagues were born in the same areas that we serve. This gives our teams an additional sense of purpose to improve the lives of our customers. There is a strong sense of togetherness across the organisation, our culture encourages accountability, cross-departmental collaboration and we welcome the opportunity to improve through feedback. What benefits will I get from working for Lincolnshire Housing Partnership? An employee wellbeing package worth up to £1200 annually through our benefits partner Westfield Health Great family leave and maternity policies enhancing colleague well-being and retention A Cycle-to-Work Initiative promoting personal wellbeing and environmental awareness A family friendly agile working policy Discounted shopping vouchers through Westfield Health Opportunities to learn new skills and knowledge through our fantastic training programme A superb employer salary sacrifices pension scheme with up to 12% paid by LHP 24 holiday days a year (plus bank holidays) which will increase by 1 day per year for the first five years of service The ability to earn additional holiday days through full attendance Mental Health First Aiders across the business, let’s be there for each other! What will my main responsibilities be as a Customer Experience Officer? Work cross functionally with all service areas to provide compliance and insight through LHP’s complaint and disrepair functions, fostering a culture of collaboration, innovation and accountability. Resolve Customer Complaints through effective letter writing, and support LHP’s compliant process, ensuring it is fair, efficient and compliant with the relevant regulations (Housing Ombudsman’s Complaint Handling Code). Ensure legal compliance and timeliness of responses for disrepair claims. Deliver a Customer First response to customer damp and mould and disrepair claims, delivering a personal tailored experience depending on their specific needs. Ensure a 'Customer-First’ experience for temporary accommodation scenarios when customers require a decant due to major works, risk assessment or disrepair claims. Support the customer experience Manager to provide high-quality reports leveraging data insights to support strategic decisions and continuous improvements for our customers. Provide insightful reporting on complaint compliance, quality of customer responses, follow-on actions and longer-term improvement plans. Support the development of the customer complaints panel utilising their insight to continuously improve the complaint process and outcomes for customers. Please download the job description for a full list of responsibilities What skills, knowledge and experiences are essential as a Customer Experience Officer? Experience of working in a customer service, complaint or compliance role. Above all, we seek an individual with a strong desire for continuous improvement. Strong organisational skills, administrative, self and time-management skills, with the ability to meet deadlines under pressure without any direct supervision away from an office environment Experience in effective internal and external partnership working skills, relationship building, negotiation, and influencing. Demonstrates a customer first approach in all activities, delivering positive outcomes for customers. Effective communication skills in individual, group, verbal, written, electronic, formal, and informal contexts. Experience in interrogating data and producing detailed reports. Experience in change management and service improvement High standard of Microsoft office applications including, Excel, power point, AI software. Experience of carrying out work of a confidential nature One-year relevant experience in the social hosing sector or similar regulated environment. Full UK driving licence and access to own vehicle. Desired: Good understanding of complaint management best practice and the Housing Ombudsman’s Complaint Handling Code. Relevant change management and service improvement experience. Up to date knowledge of national housing and social policy issues, good practice, and innovation, including relevant legislation such as Housing, Equal Opportunities, Health and Safety, and General Data Protection Regulations. How do I apply? If you are motivated by improving the customer experience and turning a challenging experience into a positive one we strongly encourage you to apply. Please attach a CV and cover letter (no more than 300 words) detailing why you would be a great candidate for the role. Interviews will take place on 29th May or 30th May. Please make sure you can be available on these days for an interview before applying Offer of Employment will be subject to satisfactory reference and DBS checks