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- Tasks: Lead a team to handle customer feedback with empathy and clarity.
- Company: Join Coastline Housing, a progressive social landlord in Cornwall.
- Benefits: 33 days holiday, healthcare cashback, and continuous training opportunities.
- Why this job: Make a real difference in your community while developing your career.
- Qualifications: Experience in complaints handling and strong customer service skills required.
- Other info: Dynamic work environment with a focus on personal and professional growth.
The predicted salary is between 30000 - 40000 £ per year.
We are seeking an experienced and proactive Customer Feedback Lead to join our growing team and be part of our commitment to delivering excellent services and doing the right thing for our customers. You will lead a dedicated team, ensuring every case is handled with empathy, clarity and fairness in line with regulatory requirements and best practice. You will also ensure that learning from complaints is systematically identified, shared and embedded to improve services, reduce repeat issues, and strengthen trust.
If you have experience in complaints handling, especially in the housing sector, are analytical, resilient, have great customer service skills and who lives our values then we would love to hear from you. Join us and play a key role in shaping a responsive, high quality Governance and Customer Feedback team that supports our communities.
A satisfactory basic DBS check is required for this position.
What can Coastline offer you:
- 33 days holiday including Bank Holidays
- Continuous training and development opportunities
- Option to purchase additional annual leave
- Defined Contribution pension scheme, we will match your contributions up to 8.3%
- Living Pension and Real Living Wage employer
- Healthcare cashback plan, including dental & eyecare
- Health and wellbeing program, including access to EAP, Thrive Mental Wellbeing app and company sick pay after 1 years' service
- Cycle to work scheme
- Tonnes of discounts on everything from supermarket shops, to holidays and more
About Coastline:
Coastline Housing is a charitable social landlord serving Cornwall. Winners in the Third Sector category at the Cornwall Business Awards and one of the fastest growing landlords in the country, we are proud to be a key provider of housing and support in Cornwall. That includes social housing for thousands of people across Cornwall, plus shared ownership and rent to buy homes to help people get a home of their own. Our Extra Care scheme in Redruth houses many older people, and our services for anyone experiencing homelessness help hundreds each year who are rough sleeping.
Accredited with Investors in People Gold, Investors in Volunteers, a Menopause Workplace Pledge and Disability Confident Leader, we are a proven, people-focused employer, putting customers and colleagues at the heart of what we do.
Customer Feedback Lead in Redruth employer: Coastline Housing
Contact Detail:
Coastline Housing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Feedback Lead in Redruth
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector or those who work at Coastline. A friendly chat can open doors and give you insights that might just help you stand out.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer feedback and complaints handling. We recommend using the STAR method to structure your answers – it’s a game changer!
✨Tip Number 3
Show your passion for customer service! During interviews, share specific examples of how you've handled complaints with empathy and clarity. This will demonstrate that you truly live the values Coastline stands for.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team.
We think you need these skills to ace Customer Feedback Lead in Redruth
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in complaints handling, especially in the housing sector. We want to see how your skills align with our values and the role of Customer Feedback Lead.
Showcase Your Empathy: In your application, emphasise your ability to handle cases with empathy and clarity. Share examples that demonstrate your customer service skills and how you've made a positive impact in previous roles.
Be Analytical: We love candidates who can think critically! Include instances where you've identified learning opportunities from complaints and how you’ve used that information to improve services. This will show us you're proactive and results-driven.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with Coastline Housing.
How to prepare for a job interview at Coastline Housing
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Feedback Lead and the specific challenges in the housing sector. Familiarise yourself with common complaints and how they can be resolved. This will show your analytical skills and readiness to tackle real issues.
✨Show Empathy
Since this role requires handling cases with empathy, prepare examples from your past experiences where you demonstrated understanding and compassion towards customers. This will highlight your customer service skills and align with the company's values.
✨Be Ready to Discuss Improvements
Think about how you would identify and share learnings from complaints to improve services. Prepare to discuss specific strategies or frameworks you’ve used in the past to reduce repeat issues and strengthen trust with customers.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the company’s mission and values. Inquire about their approach to continuous training and development, as well as how they measure success in the Customer Feedback team.