Customer Experience Specialist
*Location: Braintree Essex
*Hourly Rate: £18.38 Per hour
*Location: Hybrid (1 day a week in the office, first 3 days office-based for training)
*Job Type: Temporary (until end of March 2026)
*Working Hours: 37 hours per week
*Must be Immediately available to start!
We are seeking a Customer Experience Specialist to deliver an excellent resolutions service to customers who have logged formal complaints. This role is crucial in supporting senior managers to address and resolve issues quickly, efficiently, and consistently. You will be a subject matter expert on complaints and all customer feedback, identifying any learning from themes.
Day-to-day of the role:
*Investigate and resolve complaints, ensuring a consistent and fair process in line with the Complaint Handling Code.
*Monitor and respond to feedback received through surveys and social media.
*Continually improve the customer experience by identifying recurring issues and collaborating with the Customer Experience Team and other service areas to identify opportunities for service improvement.
*Use customer feedback to shape continual service review and improvement.
*Contact customers who leave negative feedback through surveys and on social media, addressing their concerns before they escalate into complaints.
*Manage Stage 1 complaints from start to finish, ensuring a thorough investigation and resolution to the satisfaction of the customer.
*Draw insights from customer interactions to present findings and advise managers on suitable resolutions.
*Write high-quality complaint resolution response letters.
*Document the outcome of all complaints, ensuring policies and procedures have been accurately followed and outcomes are consistent with previous similar complaints.
*Conduct research interviews or telephone surveys with customers.
*Regularly meet with teams involved in front-line service delivery to present information about the customer experience and drive improvements.
Required Skills & Qualifications:
*Relevant customer service qualification or equivalent level of experience.
*Proven experience in a customer-facing role, preferably in the social housing sector.
*Experience of complaint handling and working with vulnerable customers.
*Excellent written and verbal communication skills.
*Strong organisational skills and the ability to work independently.
*Proficiency in Microsoft Office, Word, and Excel.
Benefits:
*Competitive hourly rate.
*Hybrid working flexibility.
*Opportunity to contribute to significant service improvements.
*Involvement in a vital role that directly impacts customer satisfaction and service quality.
To apply for this Customer Experience Specialist position, please apply asap.