Customer Experience Officer

LLOYD'S REGISTER INTERNATIONAL; Greenock; On-site; GBP 32,000 - 37,000; Part time

Benefits offered by this job

Generous Holiday Entitlement

Paid Volunteering Days

Discount Scheme from Retailers

Job summary

River Clyde Homes is seeking a Customer Experience Officer in Greenock to join our high-performing team. You will be the first point of contact for enquiries across telephone, email, webchat, social media and the online portal, delivering a high standard of service and resolving at first point of contact where possible.

In this role you will demonstrate a patient, friendly, solutions-focused approach and support lettings and allocations, digital services access, and service improvements in

Responsibilities

• Respond promptly and professionally to customer enquiries across multiple channels.
• Aim to resolve issues at first point of contact, escalating only where necessary.
• Support lettings and allocations process, including guidance on housing applications and bidding.
• Promote and support customers in accessing digital services and self-service tools.
• Gather feedback and contribute to service improvement initiatives.
• Work collaboratively with internal teams and external partners to ensure a seamless customer experience.

Job description

Generous Holiday Entitlement

Paid Volunteering Days

Discount Scheme from 1000’s Retailers

Salary£32,008 - £36,598

LocationGreenock

This is a Permanent, Part Time vacancy that will close in 13 days at 12:00 BST.

The Vacancy

• 24 hours per week (Mon-Fri 9.30-2.30)
• Permanent
• Excellent benefits including 38 days of annual leave, an employee health and wellbeing plan and access to the Scottish Housing Associations Pension Scheme.
• Closing Date: 18th September 2026 at 12pm

We are looking for an enthusiastic and customer-focused Customer Experience Officer to join our high-performing team.

As a Customer Experience Officer, you will be the first point of contact for our customer enquiries received across a variety of platforms including telephone, email, webchat, social media, and online portal. You will play a key role in delivering a consistently high standard of service, ensuring that all enquiries are managed effectively, empathetically, and wherever possible, resolved at first point of contact.

You will be expected to demonstrated a patient, friendly, and solutions-focused approach, contributing to the team's strong track record of customer satisfaction and helping to uphold the safety and wellbeing of our customers and communities.

Key Responsibilities:

• Respond promptly and professionally to all customer enquiries across multiple channels.
• Aim to resolve issues at first point of contact, escalating only where necessary.
• Support the lettings and allocations process, including guidance on housing applications and bidding.
• Promote and support customers in accessing digital services and self-service tools.
• Gather feedback and contribute to service improvement initiatives.
• Work collaboratively with internal teams and external partners to ensure a seamless customer experience.

The Company

RCH Group consists of River Clyde Homes (RCH) and its subsidiary, Home Fix Scotland Ltd (HFS).

River Clyde Homes is an affordable housing provider that owns and manages over 6,100 homes and provides factoring services to a further 2,200 customers in the Inverclyde area. RCH is the parent company and is supported by its subsidiary company, Home Fix Scotland, who provide a repairs and maintenance specialised service to RCH customers. RCH Group currently employs 295 members of staff, including 59 specialist trade operatives.

RCH Group’s vision is 'Improve Lives and Places' and our purpose and values underpin everything we do. We pride ourselves in investing in our employees and the wider community.

Benefits

For more organisation specific benefits please see our documents section.