Customer Feedback Advisor Chelmsford £32,130 We are looking for a Customer Feedback Advisor to support the delivery of an effective customer complaints and feedback process so that that we provide a high-quality, timely and efficient service in line with our policy that responds to and learns from customer complaints and feedback and delivers a good customer experience. What you'll be doing * Support teams across the business to thoroughly investigate complaints, identifying root causes, satisfactory resolutions and service improvements, with the confidence to challenge findings if necessary. * Ensure that we provide customers with high-quality, consistent and timely responses to their complaints, managing an allocation of cases. * Help to ensure compliance with the Housing Ombudsman Complaints Handling Code, identifying and implementing opportunities for enhancing our approach to customer complaints and feedback * Assist the Customer Feedback Manager with analysing and sharing customer feedback and complaints data, trends and insights, to help the business deliver great customer service and to shape our strategies, policies and processes. * Provide support and guidance to colleagues around the business as needed on our complaints and feedback policies and processes. What we are looking for * Good understanding of working in a customer service related role * Ability to deal with difficult situations in an empathetic and supportive manner * Excellent interpersonal, verbal and written skills, with the ability to adapt style to suit a variety of situations and audiences * Excellent IT skills including knowledge of MS Office and the ability to quickly learn and use new systems * Excellent organisational skills Benefits * The salary for this post will be £32,130Per Annum. * Learning and development opportunities * Healthcare cash plan * Robust employee reward and recognition programme * Free and confidential Employee Assistance Programme * CHParticipate volunteering programme * Competitive pension scheme * 25 days annual leave per annum, plus bank holidays, 3 extra days between Christmas and New Year and 1 wellbeing day per annum. * 37 hours per week - employees may be able to work flexibly by agreement with their line manager, taking account of business need. We operate a hybrid working policy at CHP. Please note: We reserve the right to close this vacancy early if we receive a high volume of applications or successfully appoint a candidate before the closing date. We encourage early applications to avoid disappointment