Customer Experience Officer

Vivid Resourcing Ltd; Beckingthorpe; Presencial; GBP 22.000 - 29.000; Jornada completa

Descripción de la vacante

Vivid Resourcing Ltd is seeking a Customer Experience Officer to be the first point of contact for complaints and compliments across our Housing Service. You will listen, investigate fairly, and ensure customers know where they stand.

This role carries real responsibility: decide whether a complaint is upheld, explain decisions clearly, and agree compensation where service has fallen short.

Formación

• Experience handling customer complaints or enquiries in a public-facing setting.
• Evidence-led approach to investigations and decisions.
• Clear written and spoken communication; able to explain decisions.
• Strong organisation and ability to manage a busy caseload.

Responsabilidades

• Log and coordinate all complaints and service issues accurately.
• Keep customers informed at every stage of the process.
• Investigate complaints thoroughly with housing colleagues.
• Decide if complaints are upheld and explain decisions.
• Assess compensation claims and discretionary payments per policy.
• Track resolutions in the CRM and chase delays.
• Help customers use online services to report issues.
• Follow safeguarding, data protection, health and safety procedures.
• Contribute ideas to improve policies and ways of working.

Conocimientos

Customer complaints

Written communication

Organisation

Digital literacy

Herramientas

CRM software

Descripción del empleo

Turn complaints into better homes and better service

As a Customer Experience Officer, you will be the first point of contact for complaints and compliments across our Housing Service. You will listen, investigate fairly, and make sure every customer knows where they stand.

This is a role with real responsibility. You will decide whether a complaint is upheld, explain that decision clearly, and agree compensation where the service has fallen short.

What you'll do

• Log, record and coordinate all complaints and service issues so every case is accurate and up to date
• Keep customers informed at every stage of the complaints process
• Work with colleagues across Housing to investigate complaints thoroughly
• Decide whether complaints are upheld and explain the reasons to customers and managers
• Investigate compensation claims and agree discretionary payments for service failures, in line with policy
• Track agreed resolutions and cases in our CRM system, chasing delays and making sure written enquiries get a prompt response
• Help customers use our online services to report issues and make complaints
• Follow safeguarding, data protection, health and safety and financial procedures
• Contribute ideas to improve our policies and the way we work

What you'll bring

• Experience of handling customer complaints or enquiries, ideally in housing or another public-facing service
• A fair, evidence-led approach to investigation and decision-making
• Clear, confident written and spoken communication, including explaining difficult decisions
• Strong organisation, with the ability to manage and track a busy caseload
• Confidence using IT systems, including a CRM, and helping others go digital
• A commitment to equality, diversity and putting customers first