Customer Experience Coordinator (IHMS)
Reporting to: Customer Experience Manager (Property Services and Compliance)
Location: Bedford (Hybrid)
Salary: £27,200
Permanent, Full time


We’re looking for a Customer Experience Coordinator to join our IHMS Customer Experience team. This is a key role supporting the day-to-day coordination and administration of customer experience activities, ensuring our customers receive a responsive, empathetic and solutions-based service. You’ll bring a positive and proactive approach and a strong willingness to take responsibility and work independently ensuring issues are seen through from start to finish.


What you’ll be doing
· Managing the Customer Experience inbox and responding to queries within agreed timescales
· Coordinating and supporting Stage 2 complaints, ensuring accurate logging and follow-up
· Liaising with customers, suppliers and internal teams to resolve queries and escalations
· Using CRM systems to log enquiries and track progress
· Raising and scheduling jobs on Total Mobile where required
· Working collaboratively across IHMS and the wider business to deliver solutions-based outcomes
· Supporting the Customer Experience Manager and team with additional tasks and project work
· Ensuring GDPR, health, safety, quality and environmental compliance at all times


What we’re looking for
Essential:
· Strong customer service experience with a focus on empathy and quality
· Excellent written and verbal communication skills
· Highly organised with the ability to manage multiple priorities
· Proactive, adaptable and able to take ownership of issues
· Good IT skills including Microsoft Office 365
· Experience working to tight deadlines
· Educated to GCSE level or equivalent (or demonstrable experience)


Desirable:
· Knowledge of property maintenance or construction services
· Understanding of landlord repair obligations or housing sector guidance
· Experience or knowledge of complaints handling frameworks
· Awareness of housing health and safety or tenancy law


Our values
We take responsibility - doing the right thing, not the easy thing
We show empathy - respecting and listening to our customers and colleagues
We are better together - working collaboratively across teams
We are ambitious - always striving to improve and deliver excellence


Please note that applications will be reviewed as received and as such bpha reserves the right to close applications prior to the advertised closing date upon identification of a suitable candidate.
Early applications are encouraged to avoid disappointment.
All offers will be subject to satisfactory pre-employment screening, including DBS check and references.