At a Glance
- Tasks: Investigate customer complaints and drive service improvements through feedback.
- Company: Join a passionate team at bdht, dedicated to customer care.
- Benefits: Enjoy 32 days leave, health perks, and team outings.
- Other info: Dynamic role with opportunities for professional growth and wellbeing support.
- 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.
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.
Customer Insight Officer – Complaints employer: Bromgrove District Housing
At bdht, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee wellbeing and development. As a Customer Insight Officer in Bromsgrove, you'll enjoy generous benefits such as 32 days of annual leave, a holiday purchase scheme, and opportunities for professional growth, all while making a meaningful impact on customer experiences and service improvements.
Contact Details:
Bromgrove District Housing Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight Officer – Complaints
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Bromgrove District Housing.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Bromgrove District Housing. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Insight Officer – Complaints
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Bromgrove District Housing.
How to prepare for a job interview at Bromgrove District Housing
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Bromgrove District Housing's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Bromgrove District Housing offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
