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- Tasks: Lead high-quality complaint resolution and drive service improvement across the organisation.
- Company: Join Eastlight Community Homes, the largest community gateway social housing provider in the UK.
- Benefits: Competitive salary, generous leave, wellbeing grants, and a strong pension plan.
- Why this job: Make a real difference in residents' lives while developing your career in customer experience.
- Qualifications: Experience in complaint handling and a passion for improving customer service.
- Other info: Dynamic team environment with opportunities for professional development and growth.
The predicted salary is between 41033 - 41033 £ per year.
We are seeking a Senior Customer Experience Specialist to join Eastlight Community Homes on a permanent basis. You will be responsible for leading high quality complaint resolution and help drive service improvement across the organisation. In this role, you'll handle Stage 1 complaints, support Stage 2 colleagues, oversee Ombudsman cases, and ensure full compliance with the Housing Ombudsman’s Complaint Handling Code and Tenant Satisfaction Measures. You'll also step in to support and lead the Customer Experience Team when the Manager is absent.
Lead Complaint Handling
- Lead Stage 1 complaint investigations from start to finish, ensuring responses are clear, fair, evidence based, and fully compliant with the Housing Ombudsman’s Complaint Handling Code.
- Support and guide Stage 2 handlers, offering expertise to ensure investigations and responses remain compliant and robust.
- Oversee Housing Ombudsman cases, ensuring evidence submissions are accurate and timely, and applying learning to prevent repeat findings.
Drive Insight & Service Improvement
- Identify themes, trends, repeat service failures, and root causes across complaints and feedback.
- Work with service areas to embed learning, improve processes, and reduce recurrence of issues.
- Support the organisation's annual self assessment against the Complaint Handling Code and contribute to regulatory compliance, including Tenant Satisfaction Measures (TSMs).
Strengthen Resident Experience & Early Resolution
- Contact residents proactively following negative feedback to resolve concerns early.
- Provide clear, empathetic communication so residents feel heard and supported.
- Identify any vulnerabilities or reasonable adjustments and ensure they are recorded and acted on.
Monitor, Report & Maintain Accurate Records
- Maintain accurate, high quality complaint records in all systems, ensuring GDPR compliance.
- Contribute to performance dashboards, management reports, and statutory reporting.
- Track outcomes, improvement actions, and follow through on commitments made to residents.
Lead & Support Team Operations
- Provide day to day leadership, acting as team senior in the absence of the Customer Experience Manager.
- Allocate workloads, support team members with complex cases, and ensure consistent service delivery.
- Lead the development and rollout of regular complaint/learning clinics to support capability building across the organisation.
Manage High Profile & Sensitive Enquiries
- Oversee the CEO/MP/Councillor mailbox, including triage, coordination, and production of high quality responses.
- Manage housing related enquiries requiring senior level oversight or escalation.
Support Ombudsman, Compliance & Risk Management
- Manage Ombudsman Portal interactions and ensure updates are communicated to the CET Manager.
- Monitor and implement Ombudsman orders, ensuring compliance and organisational learning.
- Identify emerging risks, service failures, or safeguarding concerns and elevate promptly.
Operational & Administrative Responsibilities
- Oversee compensation administration, ensuring timely payments and quarterly reporting of trends.
- Support mailbox management, triage incoming enquiries, and coordinate responses.
- Work independently with sound judgement in a fast paced environment.
Continuous Improvement & Professional Development
- Stay up to date with sector guidance, best practice, and Housing Ombudsman publications.
- Attend relevant training and briefings and share learning with colleagues.
- Promote early resolution, improved communication, and high quality complaint handling across the organisation.
Benefits
- £41,033 per annum
- Permanent 37 hours per week
- Group stakeholder pension plan (Eastlight will double, up to 5% of the employee's contribution - Employee 5% + Eastlight 10% = Total 15%)
- 30 days annual leave plus bank holidays
- Annual wellbeing grant of £200 per annum - Subject to eligibility
- Trailblazing family leave (Maternity, Paternity and Adoption - 12 weeks full pay/6 weeks half pay) - Subject to eligibility
- A healthcare cash plan, life assurance
- Formal qualifications and paid professional membership
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer.
About Eastlight Community Homes: Eastlight Community Homes is proud to be the largest community gateway social housing provider in the country. Together with our residents and communities, we create safe, affordable homes and neighbourhoods that people are proud to live in.
Senior Customer Experience Specialist employer: Eastlight Community Homes
Contact Detail:
Eastlight Community Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Experience Specialist
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Eastlight Community Homes on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral.
✨Tip Number 2
Prepare for the interview by diving deep into the Housing Ombudsman’s Complaint Handling Code. We want to show that we know our stuff and can handle those Stage 1 complaints like a champ!
✨Tip Number 3
Practice makes perfect! Get a mate to do a mock interview with you. Focus on how you’d lead complaint investigations and drive service improvements. It’ll help us feel more confident when it’s our turn in the hot seat.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are keen to join us directly.
We think you need these skills to ace Senior Customer Experience Specialist
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the Senior Customer Experience Specialist role. Use keywords from the job description to show us you understand what we're looking for.
Showcase Your Skills: Don’t just list your skills; demonstrate them! Share specific examples of how you've successfully handled complaints or improved customer experiences in the past. We want to see your problem-solving prowess in action!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your responses are easy to read and understand. Avoid jargon unless it's relevant to the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining our team!
How to prepare for a job interview at Eastlight Community Homes
✨Know Your Complaints Inside Out
Familiarise yourself with the Housing Ombudsman’s Complaint Handling Code and Tenant Satisfaction Measures. Be ready to discuss how you would handle Stage 1 complaints and support Stage 2 colleagues, showcasing your understanding of compliance and best practices.
✨Showcase Your Insight Skills
Prepare examples of how you've identified themes and trends in past complaints. Think about specific instances where you've driven service improvement and how you can apply those insights to Eastlight Community Homes.
✨Empathy is Key
Demonstrate your ability to communicate empathetically with residents. Prepare to share experiences where you've resolved concerns early and made residents feel heard, as this will be crucial in your role.
✨Leadership in Action
Be ready to discuss your leadership style and how you would support the Customer Experience Team in the absence of the Manager. Highlight any experience you have in allocating workloads and guiding team members through complex cases.