At a Glance
- Tasks: Investigate customer complaints and drive service improvements through feedback.
- Company: Join a dynamic team at bdht, committed to customer satisfaction.
- Benefits: Enjoy 32 days annual leave, health schemes, and team outings.
- Other info: Opportunity for career growth in a supportive and inclusive environment.
- Why this job: Make a real difference by ensuring customers are heard and treated fairly.
- Qualifications: Experience in customer service with strong communication and problem-solving skills.
The predicted salary is between 37960 - 37960 £ per year.
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 employer: Bromsgrove District Housing Trust
At bdht, we pride ourselves on being an excellent employer, offering a supportive work culture that prioritises the well-being of our employees and the communities we serve. As a Gas Services Engineer in Bromsgrove, you will benefit from competitive pay, a company van, and opportunities for professional growth, all while making a meaningful impact in the lives of our residents.
Contact Details:
Bromsgrove District Housing Trust Recruitment Team
