Customer Experience Coordinator

Worthing Homes; Worthing; Hybrid; GBP 26,000 - 32,000; Part time

Benefits offered by this job

Healthcare cash plan

Contributory pension scheme - company

29 days annual leave

Life Assurance

Retail and gym discounts

Cycle2Work Scheme

Employee assistance programme

Funded training and 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, handling enquiries across phone, email, social media, and in person, and shaping a brilliant customer experience.

Based in Worthing with hybrid working after probation, the role involves resolving issues, updating records in our systems, and collaborating with colleagues to ensure high-quality service.

Qualifications

• Proven customer service experience and ability to handle sensitive situations.
• Strong problem-solving skills and creative thinking for complex issues.
• Excellent verbal and written communication across multiple channels.
• Comfortable with technology and updating records in customer service platforms.
• Proactive, positive attitude with the ability to work independently and in a team.

Responsibilities

• Respond to customer enquiries across phone, email, social media, and in-person channels with professionalism and empathy.
• Take ownership of customer issues and resolve them effectively.
• Collaborate with colleagues across departments to ensure a seamless customer experience.
• Build positive relationships with customers to ensure they feel heard and supported.
• Update customer records using internal systems and track inquiries.

Skills

Customer service

Communication

Problem solving

Multichannel support

Teamwork

Education

Experience in customer service roles

Tools

CRM systems

Record keeping software

Job description

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.

Benefits

• Healthcare cash plan
• 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 discounts
• Cycle2Work 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