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HELPING CUSTOMERS FEEL HEARD, SUPPORTED AND CONFIDENT
At Futures, we want every customer to feel listened to, supported and confident about what happens next. When things are complex or unresolved, customers need someone who can take ownership, bring the right people together and help keep things moving.
Were looking for three Customer Journey Coordinators to champion the customer voice through some of our more challenging service journeys. If you care about building trust, finding practical solutions and creating better experiences for people, wed love to hear from you.
This is a brilliant opportunity for someone who enjoys coordinating activity across teams, solving problems and making sure customers are kept informed and supported from escalation through to resolution.
Youll be a dedicated point of contact for customers whose cases need a more proactive and coordinated approach. Youll manage your caseload carefully, work with colleagues and partners, track progress and make sure each journey continues to move forward.
Working closely with teams across the organisation, youll use clear communication, curiosity and coaching-style conversations to understand root causes, unblock issues and support others to take action.
Youll bring knowledge, skills and understanding from working with customers, managing complex or escalated cases and handling sensitive conversations with empathy and confidence. Youll also be comfortable using CRM or case management systems, keeping accurate records and recognising when customers may need extra support, referrals or reasonable adjustments.
A few key things youll be doing:
- Be the main point of contact for complex or unresolved customer cases, supporting them from escalation through to resolution.
- Work with internal teams, partners and stakeholders to create a joined-up experience for customers.
- Prioritise your caseload and keep customer journeys progressing within agreed timescales. xgikmsk
- Keep customers updated with clear, honest and timely communication.
- Record and track cases accurately, making sure actions, updates and Please click on the apply button to read the full job description
Customer Journey Coordinator employer: Futures Housing Group
Futures is an exceptional employer, offering a supportive and dynamic work environment where employees are valued and encouraged to grow both personally and professionally. With competitive benefits such as private healthcare, agile working options, and a strong emphasis on health and well-being, our team enjoys a fulfilling work-life balance while contributing to meaningful community support across the East Midlands. Join us in a state-of-the-art workspace that fosters collaboration and innovation, all while being part of a culture that prioritises positivity and teamwork.
