Customer Experience Co-ordinator Location : Bolton Salary : £32,767 £36,197 (Grade 4) Contract Type: 12-month fixed term contract Benefits : Generous annual leave starting at 27 days, rising to 32 days after 5 years, Pension schemes with life insurance cover and much more Join our team as Customer Experience Co-ordinator Were looking for a Customer Experience Co-ordinator whos passionate about delivering excellent service and making a real difference. As a Customer Experience Co-ordinator youll be at the heart of our Customer Care Team, handling complaints with empathy and turning feedback into meaningful improvements. Your communication skills, attention to detail, and ability to listen will help us build stronger relationships with customers. If youre driven to make a difference and put customers at the heart of everything, we want to hear from you. Key Responsibilities Act as first point of contact for formal complaints, ensuring timely, fair, and clear responses Support managers with complaint investigations, meeting service standards and regulatory requirements Liaise with teams and contractors to gather information and resolve issues Prepare case files and responses for Housing Ombudsman investigations, sharing insights across the organisation Use feedback tools and tenant forums to inform service improvements Ensure inclusive decision-making, promote Equality, Diversity & Inclusion, and report Health & Safety concerns What youll need to succeed Experience managing and resolving complaints, ideally within a social housing setting Excellent written and verbal communication skills, with a clear and empathetic style Strong organisational skills and attention to detail Confidence in managing conflict and negotiating positive outcomes Proficiency in digital tools including Microsoft Teams, Outlook, SharePoint, and CRM systems A commitment to inclusive practice and supporting vulnerable communities A collaborative mindset and alignment with our values: Good intentions, Good communication, Good listeners, and Good together What we offer Hybrid working & flexibility supporting work-life balance Generous annual leave starting at 27 days, rising to 32 days after 5 years Birthday day off take your birthday as paid leave Buy or sell annual leave flexible options to suit your lifestyle Local bank holiday extra day off around New Year Enhanced maternity, paternity & adoption pay Free on-site parking at key office locations Employee Assistance Programme emotional wellbeing support for you and your family Cycle to Work & Car Leasing Schemes save on tax and NI Pension schemes with life insurance cover Healthcare cash plan employee contribution scheme to claim back costs for dental, optical, physio & more Lifestyle discounts cashback and savings at major retailers Learning & development opportunities grow your career Volunteer days up to 5 paid days to give back