Customer Resolution & Experience Specialist (Hybrid)

West Kent Housing Association; Sevenoaks; Hybrid; GBP 33,000 - 41,000; Full time

Benefits offered by this job

Pension & life cover

Health cash plan

Extra Christmas leave

Volunteer time off

Wellbeing grant

Job summary

West Kent Housing Association is seeking a Customer Resolution Officer to investigate and respond to customer feedback and complaints, managing own casework across Stage 1 and 2 processes.

Based in Sevenoaks with hybrid working (office two days per week), this full-time role is 37 hours and offers a salary of £37,152 per annum. The post uses learning from complaints to drive service improvements for residents.

Responsibilities

• Investigate and respond to customer feedback and complaints, managing own casework (Stage 1 and Stage 2) and handling member enquiries and Housing Ombudsman inquiries.
• Lead learning from complaints to drive service improvement action plans and contribute to better customer outcomes.

Job description

West Kent Housing Association is seeking a Customer Resolution Officer to investigate and respond to customer feedback and complaints, managing own casework across Stage 1 and 2 processes.

Based in Sevenoaks with hybrid working (office two days per week), this full-time role is 37 hours and offers a salary of £37,152 per annum. The post uses learning from complaints to drive service improvements for residents.