Customer Relations Co-ordinator

Saxon Weald; Horsham; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

27 days annual leave + bank holidays

Excellent employer pension matching 3x

Life assurance 4x salary

BUPA cashback allowance

Wellbeing benefits and Cycle to Work

Job summary

Saxon Weald is seeking a Customer Relations Co-ordinator to join our Customer Experience team in a role that combines handling complaints, analysing feedback and driving service improvements. The position offers hybrid working and a salary of £33,349 per annum.

You’ll investigate and respond to complex enquiries, collaborate with colleagues, and help ensure customers are heard throughout the process. A strong customer-service mindset is essential.

Qualifications

• Experience of handling customer complaints or resolving customer issues.
• Strong communication skills, with the ability to produce clear and professional written responses.
• Ability to investigate complex issues, analyse information and identify practical solutions.
• Customer-focused and empathetic approach, with a commitment to delivering excellent service.
• Experience of building positive working relationships with customers and colleagues.
• Good organisational skills, with the ability to manage a varied workload and meet deadlines.
• Confidence using Microsoft Office and other systems to accurately record and manage information.
• A full UK driving licence and access to your own vehicle.

Responsibilities

• Investigating and responding to Stage 1 and Stage 2 complaints.
• Managing complex customer enquiries and identifying practical solutions.
• Supporting Housing Ombudsman investigations and responses.
• Liaising with customers, representatives and designated persons throughout the complaints process.
• Monitoring customer feedback and survey responses, following up where concerns are identified.
• Supporting customers who may require additional assistance to raise or progress a complaint.
• Identifying themes and trends from complaints and customer feedback.
• Working collaboratively with teams across the business to improve services.
• Supporting customer engagement activities and helping customers access online services where needed.

Skills

Customer service

Complaint handling

Communication

Organisational skills

Tools

Microsoft Office

Job description

Customer Relations Coordinator

37 Hours Per Week

£33,349 per annum

We're looking for a customer-focused and proactive Customer Relations Co-ordinator to join our Customer Experience team. This is a fantastic opportunity for someone who is passionate about delivering exceptional customer service, resolving complex issues and ensuring customers' voices are heard. You'll play a key role in managing complaints, gathering customer insight and helping drive service improvements across the organisation.

As a Customer Relations Co-ordinator, you'll investigate and respond to customer complaints and complex enquiries, ensuring concerns are handled fairly, empathetically and within agreed timescales. You'll work closely with colleagues across the organisation to identify solutions, improve customer experiences and support positive outcomes. You'll also help us learn from customer feedback, identifying trends and sharing insights that contribute to continuous improvement.

What you'll be doing

• Investigating and responding to Stage 1 and Stage 2 complaints.
• Managing complex customer enquiries and identifying practical solutions.
• Supporting Housing Ombudsman investigations and responses.
• Liaising with customers, representatives and designated persons throughout the complaints process.
• Monitoring customer feedback and survey responses, following up where concerns are identified.
• Supporting customers who may require additional assistance to raise or progress a complaint.
• Identifying themes and trends from complaints and customer feedback.
• Working collaboratively with teams across the business to improve services.
• Supporting customer engagement activities and helping customers access online services where needed.

About you

We're looking for someone who can build positive relationships, communicate effectively and remain customer-focused when dealing with challenging situations. You will need:

• Experience of handling customer complaints or resolving customer issues.
• Strong communication skills, with the ability to produce clear and professional written responses.
• The ability to investigate complex issues, analyse information and identify practical solutions.
• A customer-focused and empathetic approach, with a commitment to delivering excellent service.
• Experience of building positive working relationships with customers and colleagues.
• Good organisational skills, with the ability to manage a varied workload and meet deadlines.
• Confidence using Microsoft Office and other systems to accurately record and manage information.
• A full UK driving licence and access to your own vehicle.

Why join us?

At Saxon Weald, you'll be joining an organisation that genuinely values its people and the difference they make to our customers. As well as a rewarding role where you can help improve customer experiences and services, you'll benefit from:

• 27 days annual leave plus bank holidays
• Excellent employer pension contributions, matching 3x your contributions up to 12%
• Life assurance of 4x annual salary
• Annual BUPA cashback allowance on day-to-day medical expenses
• Wellbeing benefits including employee assistance programme, gym discounts and Cycle to Work scheme
• Long service loyalty awards, including additional annual leave
• Hybrid working opportunities

DBS Checks

To ensure the safety of our vulnerable customers, this role is subject to a basic DBS check which will disclose details of any unspent cautions or convictions. We know that past incidents don't always reflect who you are today, and we'll carefully consider the details, including the nature of the conviction, the time that's passed, and any positive changes you've made since then.

About Saxon Weald

Saxon Weald's purpose is to enable positive life chances by providing safe and secure homes. We are passionate about delivering an excellent customer experience and wish to employ great people who are committed to our values. We have 7000 homes (81% in Horsham District, 6% in West Sussex, 5% in East Sussex, 8% in Hampshire).

We're dedicated to creating a fair, inclusive environment where everyone feels they can be themselves. We recognise the value that a diverse workforce brings, and the different perspectives that colleagues from a range of backgrounds can bring. We therefore especially encourage applications from those who may be underrepresented in our organisation, including people from minority ethnic backgrounds, and LGBTQIA+ individuals.

As a disability-confident employer, we are fully supportive of any workplace adjustments that can be made to our recruitment process to give you a fair chance at sharing your skills and experience with us. To discuss further, please contact [e-mail]

We reserve the right to call candidates to interview or withdraw this vacancy at any time prior to the closing date if there is a good level of response. Therefore, we recommend you submit your application as soon as possible.