Customer Experience Officer
Full-time 37 Hours per week (Maternity Cover)
Salary Range Grade 4 - £29,542 - £32,046
Are you experienced in the investigation of customer complaints and are passionate about making a real difference?
Bassetlaw District Council own and manage around 6,600 homes in North Nottinghamshire.
We are an ambitious and progressive Council determined to be ranked among the best social housing providers in the Country. We currently have an exciting opportunity available within our established Customer Experience Team and are looking for an experienced complaint professional to join the team to provide maternity cover.
The Customer Experience Team effectively manages an increasing number of complaints within the Complaint Handling Code. We are looking for someone that will fit into the team which specialises in investigation, liaising with customers throughout the complaint process.
This role is key in driving and enhancing our customer/people centric culture, ensuring that customers are heard, understood, and receive an outstanding end to end customer journey that ensures we deliver our corporate strategy, live our values, and provide good effective customer experiences.
We are looking for people who are:
- Experienced in excellent Customer Service provision
- Experienced in the investigation of customer feedback and complaints
- Experienced in multi-channel responses to customer feedback, including social media, googles reviews, letter writing and informal communication methods
- Experience of case management and the ability to deal with sensitive and controversial issues in a professional manner.
- Experienced in working in partnership with colleagues and external stakeholders at an operational level to resolve complex issues.
- Experienced in introducing or recommending new or improved services and able to seek improved ways of working
- Previous experience working in the housing sector would be advantageous.
For an informal discussion about this role, please contact Vanessa Cookson Strategy and Engagement Officer on 01909 533533 or email vanessa.cookson@bassetlaw.gov.uk
Bassetlaw District Council recognises our employees’ commitment to excellence in service delivery, and in return is committed to providing a healthy work-life balance as part of a generous rewards package, which includes:
A minimum of 25 days annual leave rising incrementally each year to a maximum of 31 days after 5 years’ service, plus bank holidays,
- Access to the Local Government Pension Scheme,
- Casual User Allowance
- Flexible and hybrid working
- Family friendly policies
- Discounted parking
- Optional benefits including an annual leave purchase scheme and health and wellbeing scheme.
To apply, please visit www.bassetlaw.gov.uk/jobs-and-careers or telephone the HR Team on (01909) 533121. Please quote the relevant position reference on the application form and within all correspondence.
Closing date: 15 November 2026
Interview dates: Week Commencing 30 November 2026
Customer Experience Officer - Maternity Cover in Worksop employer: Bassetlaw District Council
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Contact Details:
Bassetlaw District Council Recruitment Team
