Customer Experience Coordinator

Hollybank Trustees Ltd; Worthing; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Pension up to 6%

29 days annual leave + bank holidays

Life Assurance

Retail and gym discounts

Cycle2Work Scheme

Employee assistance programme

Funded training & qualifications

Paid Professional Subscription

Job summary

Worthing Homes is seeking a Customer Experience Coordinator to join our Customer Experience Team on a 13-month fixed-term contract. You will be the first point of contact for customers, delivering a brilliant service and resolving inquiries with professionalism.

Based in Worthing with hybrid working after probation, the role focuses on responding across channels, building relationships, updating records, and collaborating with colleagues to ensure customer satisfaction.

Qualifications

• Proven customer service experience
• Ability to deliver excellent customer service and resolve issues
• Motivated to create positive outcomes for customers

Responsibilities

• Respond to customer enquiries across multiple channels with professionalism and empathy
• Own customer issues and resolve them with fair outcomes
• Collaborate with colleagues to ensure a seamless customer experience
• Build positive relationships and ensure customers feel heard
• Update customer records and track inquiries in internal systems

Skills

Excellent interpersonal skills

Strong problem-solving

Excellent verbal & written comms

Technology friendly

Proactive attitude

Job description

Location: On site / Worthing, UK job type: Fixed term / Full-time Sector and subsector: Housing | Housing Association AnnualFixed salary:£ 28840.00

Role: Customer Experience Coordinator

Salary: £28,840 per annum

Hours: 37 hours per week

Location: Worthing (hybrid working after successful probation period)

Contract type: Fixed-Term Contract (13 months)

We are looking for a Customer Experience Coordinator to join our Customer Experience Team on a 13-month fixed-term contract. As the first point of contact for our customers, you will play a key role in helping shape and deliver a brilliant customer experience.

Worthing Homes is a forward-looking housing association providing affordable, high-quality homes and services to our local communities. We manage around 4,000 homes and support over 10,000 residents across a diverse range of properties, including social housing, sheltered accommodation and shared ownership.

We’re a small but ambitious organisation, proud of the difference we make to people’s lives.Our team is driven by a shared commitment to delivering excellent services and positive experiences for our customers.

About the role:

As a Customer Experience Coordinator at Worthing Homes, you will be instrumental in delivering brilliant service and supporting our customers. Your ability to understand their needs, resolve challenges with professionalism, and build strong relationships will be key to your success.

• Customer Interaction : Respond to customer enquiries across multiple channels (phone, email, social media, in-person) with professionalism, empathy, and promptness.
• Problem Resolution : Take ownership of customer issues, using strong problem‑solving skills to achieve fair and effective outcomes.
• Collaboration : Work closely with colleagues across departments to provide a seamless customer experience and ensure customer satisfaction.
• Relationship Building : Build positive and respectful relationships with customers, helping them feel heard and supported.
• Record Keeping : Use internal systems to update customer records and track inquiries efficiently.

About You:

If you have proven customer service experience and enjoy helping people, we’d love to hear from you. We’re looking for individuals who take pride in delivering excellent customer service, enjoy solving problems, and are motivated to create positive outcomes for customers.

Key Qualifications & Skills

• Excellent interpersonal skills , able to manage sensitive situations and communicate effectively
• Strong problem-solving abilities and the ability to think creatively to resolve complex issues.
• Excellent verbal and written communication skills , with the ability to interact confidently in person, over the phone, and through digital channels.
• Comfortable with technology and the ability to navigate customer service platforms, updating records and processing information accurately.
• A proactive, positive attitude, with the ability to work independently and as part of a team to achieve shared goals.

Why work for us?

At Worthing Homes we strive to create a supportive and inclusive work environment ensuring colleagues feel valued and respected.We promote a collaborative culture in which teamwork is highly valued, and we employ brilliant people to work with our customers to help support them to live their best lives.

We offer a range of benefits including:

• Contributory pension scheme - company matches up to 6%
• A generous annual leave package of 29 days per year plus bank holidays
• Life Assurance
• Retail and gym discountsCycle2Work Scheme
• Employee assistance programme
• Funded training and qualifications
• Paid Professional Subscription (1 per year)

We are committed to investing in our colleague’s development by offering a variety of opportunities for training, learning, and skills development, enabling everyone to reach their full potential and contribute to the success of Worthing Homes.

If you are passionate about delivering exceptional results in the housing sector and thrive in a dynamic, people-focused environment, we want to hear from you.

Closing date : 2nd October 2026. 1st Interviews will be held on 9th October 2026 at Davison House, Worthing. We reserve the right to close this advert early if a suitable candidate is identified, therefore we recommend you submit your application as soon as possible.

DBS Checks

This role is subject to a basic DBS check to support the safety of our vulnerable customers. Any unspent cautions or convictions disclosed will be reviewed carefully and fairly, with consideration given to their relevance, the time elapsed, and evidence of positive change.

We are a fair and inclusive organisation, and we value each individual’s unique contribution, irrespective of race, ethnic origin, religion, age, gender, disability, sexual orientation or social background