At a Glance
- Tasks: Investigate customer complaints and drive service improvements through feedback.
- Company: Join a people-focused organisation dedicated to excellent customer service.
- Benefits: 32 days annual leave, flexible working, and various health and wellbeing perks.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real difference by ensuring customers are heard and treated fairly.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Full Time, Temporary – 12 month FTC
We're looking for a passionate and customer-focused Customer Insight Officer to join our Customer Insight Team and play a vital role in ensuring customers are heard, listened to and treated fairly. This is an exciting opportunity for someone who enjoys investigating issues, solving problems and using customer feedback to drive meaningful service improvements across the organisation.
The Role
Reporting to the Customer Insight Manager, you will manage a caseload of formal customer complaints, carrying out thorough investigations and working closely with customers and colleagues to achieve fair and timely resolutions. You will be responsible for investigating Stage 1 complaints from start to finish, including visiting customers in their homes, gathering evidence, coordinating responses and ensuring actions are followed through to completion. You will produce clear, empathetic and professional complaint responses in line with the Housing Ombudsman Complaint Handling Code and support the organisation in delivering excellent complaint handling standards. Beyond resolving complaints, you'll use complaint trends and customer feedback to identify recurring issues, highlight opportunities for improvement and ensure the customer voice influences decision-making across the business. Working closely with teams throughout bdht, you'll help turn customer experiences into actionable insight that improves services for everyone.
About You
We are looking for someone with experience in a customer-facing role who is confident handling complex enquiries and complaints and can demonstrate excellent communication, investigation and problem-solving skills. You will be calm under pressure, highly organised and able to manage a varied workload while maintaining attention to detail. You will have the confidence to challenge where appropriate, build positive working relationships and communicate effectively with customers and colleagues at all levels. Experience within the social housing sector and knowledge of housing legislation would be beneficial, although not essential. You will share bdht's commitment to listening to customers, treating people with respect, embracing diversity and continuously improving the services we provide.
What we can offer in return:
- 32 days annual leave plus bank holidays
- Holiday purchase scheme – buy up to an additional 5 days holiday per year
- Holiday buy back scheme – bdht will buy up to 10 days holiday back from staff
- Team budget every year to enjoy an afternoon out as a team
- Electric vehicle leasing scheme through Octopus Energy
- Pension scheme – defined contributions pension administered by the Social Housing Pension Scheme (SHPS)
- Life insurance is available to members of the pension scheme
- Employee Assistance Programme
- Mental Health First Aiders
- Healthcare Cash Back Scheme – Healthshield
- Retail discounts scheme
- Long Service Awards (given at 1 year, 5 years and in increments of 5 years following this)
- Reimbursement for professional subscription fees
- Corporate Sponsorship opportunities
- Reimbursement for HRT pre-paid certificates
- Reimbursement for annual flu jab
- Free parking and refreshments
- Monthly staff compliments raffle
- Wellbeing calendar of events throughout the year
Bdht reserves the right to close vacancies before the stated closing date where the volume of applications is extremely high.
The Company
BDHT employs 170 people and is dedicated to providing excellent services to our customers by having excellent staff. We are very much a learning organisation. We have a major commitment to identifying transferable skills within our employees and creating opportunities for individuals to grow. BDHT is a people-based organisation and our people are actively encouraged to 'bring their whole selves to work'. The things that are important to you become important to us too. We believe in our people, and actively support them based upon three core themes: ‘Look after yourself’, ‘Look after your colleagues’ and ‘Look after the business’. We are a great employer who pays fairly and has excellent terms and conditions. But above all we absolutely recognise that good performance is linked to happy staff, so we actively encourage fun and expect that it is part of the normal working day.
Our Values
- Integrity
- Transparent
- Inclusive
Our Benefits
- Pension Scheme
- 32 Days Annual Leave Plus Bank Holidays
- Employee Assistance Programme
- Agile Working
- Mental Health First Aiders
- Holiday Buy Back Scheme
- Healthcare Cash Back Scheme
- Free Parking
- Retail Discounts
- Free Refreshments
Customer Insight Officer in Bromsgrove employer: BDHT / Bromsgrove District Housing Trust
BDHT is an exceptional employer that prioritises the well-being and development of its staff, offering a supportive work culture where employees are encouraged to bring their whole selves to work. With generous benefits such as 32 days of annual leave, a holiday purchase scheme, and a commitment to employee growth through training and development opportunities, BDHT fosters a positive environment that values integrity, transparency, and inclusivity. Located in a vibrant community, this role as a Customer Insight Officer allows you to make a meaningful impact while enjoying a fun and engaging workplace.
Contact Details:
BDHT / Bromsgrove District Housing Trust Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight Officer in Bromsgrove
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BDHT / Bromsgrove District Housing Trust. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BDHT / Bromsgrove District Housing Trust before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Insight Officer in Bromsgrove
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BDHT / Bromsgrove District Housing Trust:Your cover letter is your chance to shine! Tell us why you want to work at BDHT / Bromsgrove District Housing Trust specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BDHT / Bromsgrove District Housing Trust!
How to prepare for a job interview at BDHT / Bromsgrove District Housing Trust
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
