Customer Experience Officer

This is a 6 month Fixed term position

Ready for a challenge? We need you to be motivated, helpful, ready to take ownership of challenging cases and keen to deliver a positive customer experience…every time!

We're an accredited, award-winning contact centre with a fantastic reputation for friendly and helpful customer service. We're looking for people with:

• Great customer service skills
• Excellent communication skills
• A 'can do, solution focused' attitude
• The ability to work closely with colleagues in all departments
• A genuine love for resolving problems and making a difference

We’re looking for a Customer Experience Officer to join our amazing team. It’s a great opportunity to work at the heart of Southern Housing, treasuring complaints and finding solutions.

You’ll need to know how our 2 stage complaint resolution procedure works and be completely solution-focused and ‘can do’. You’ll need to embrace pace, team and fun. And, you’ll need good knowledge of Southern Housing's policies, procedures and ways of working.

What you'll need

We’d prefer you to have experience of working in a customer facing role and a passion for helping our customers.

You’ll take ownership of a set number of cases to resolve or drive through to completion. Complaints come in all shapes and sizes from any area or department. You’ll need to be able to demonstrate the ability to:

• Drive complex complaints to resolution
• Monitor every complaint action to completion
• Challenge customers, colleagues and contractors
• Learn from and analyse cases
• Chair case conferences and probe lead officers
• Work with involved customers
• Use CRM to its full potential
• Write great customer friendly emails and letters to customers

If this sounds like you, we look forward to receiving your application!

We're available for customers from 08.00 - 17.00 (Mon -Fri). We need you to be able to work flexibly within these hours. There is the opportunity for hybrid working, allowing you to split your time between working from home and from our offices in Croydon/Sittingbourne.

Closing date for applications: Sunday 4th June 2023 at 23:59

At Southern Housing, our residents are at the heart of everything we do. As one of the largest housing providers in the UK with over 77,000 homes across London, the Southeast, the Isle of Wight, and the Midlands, we give over 167,000 people somewhere affordable to call their own! We also understand the difference that safe, secure, and affordable homes can make to people’s lives.

A career at Southern Housing will allow you to make a difference every day you come to work. Working in the housing sector with us will bring fresh challenges and give you the opportunity to grow and develop, too.

Pension

Life
assurance

Healthcare cash plan

Eyecare & dental

Birthday
leave

Retailers discounts

Cycle
to work

Buy & sell
annual leave

Season ticket loan

In-house academy & career development

Flexible working

We work hard to create a diverse and inclusive culture and environment where people are respected for who they are. Encouraging inclusion is not just about protected characteristics, it’s about celebrating differences of thought, opinion, experience and perspective of each individual.

We’re all different in our own way and we want our colleagues to feel comfortable, that they belong, and are safe to be themselves at work, without fear of being judged or excluded, but valued for their contribution to our One Team approach.