Positive Employment is currently recruiting for Customer Experience Officers for our client based in Kensington and Chelsea area.
Responsibilities include, but are not limited to:
To work with all service areas to provide excellent customer services and ensure that customers are placed at the centre of service delivery across Housing Management.
To support the transition from a complaints service to a ’customer service’ that demonstrates positive outcomes for residents.
To be part of any service improvement projects linked to complaints and the customer experience, taking responsibility for delivering actions and feeding back on progress.
To support the resident engagement processes linked to the delivery of customer services, and ensure residents’ feedback is used to continuously improve.
Analyse the themes and trends coming out of complaints and feed back to the relevant service areas and HMT, including the actions necessary to avoid repeat complaints.
Attend regular liaison meetings with other service areas to discuss their complaints and how this feedback can be used to make improvements.
Work with the Customer Experience Manager to maintain and input into the lessons learnt action plan, providing regular updates to the relevant service areas and HMT.
Draft articles for both internal and external audiences on the complaints process and lessons learnt, including the use of case studies to demonstrate effective resolution.
Enhanced DBS Check on the update service
Excellent Customer Service Skills
Working Hours: 09.00 am – 17.00pm
This is a Temporary role but could possibly become permanent
Please note only candidates eligible to work in the UK will be considered