At a Glance
- Tasks: Be the first point of contact for customer complaints and feedback.
- Company: Join a dynamic team focused on delivering exceptional customer experiences.
- Benefits: Competitive pay, supportive work environment, and opportunities for growth.
- Other info: Exciting opportunity to enhance your skills in a fast-paced setting.
- Why this job: Make a real difference in customer satisfaction and service improvement.
- Qualifications: Experience in customer service and proficiency in IT, including Microsoft Office.
The predicted salary is between 28350 - 34650 £ per year.
Hamilton Woods Associates are currently recruiting for a Customer Experience Coordinator to act as the first point of contact for complaints, manage customer feedback and enquiries, and support the delivery of a high-quality customer experience across all service areas.
Duties and Responsibilities:
- Act as the first point of contact for customer complaints, ensuring they are logged, acknowledged and progressed in line with policy.
- Investigate and resolve low-risk Stage 1 complaints.
- Quality check complaint responses to ensure compliance with internal standards and Housing Ombudsman expectations.
- Manage MP and Councillor enquiries, providing timely and professional responses.
- Follow up on customer feedback and surveys, working with internal teams to resolve issues.
- Identify trends in customer feedback and share insights to support service improvement.
- Communicate with customers across phone, email and written channels with empathy and professionalism.
- Maintain accurate records of all customer interactions in line with data protection requirements.
- Support customers in accessing digital and self-service options.
- Promote equality, diversity and inclusion in all customer interactions.
Essential Requirements:
- Previous experience within a customer service role.
- IT literate, including Microsoft Office.
To be considered for this exciting role, please contact Lucie Houston - Managing Consultant at Hamilton Woods or apply online with a covering note of your experience and suitability referencing the job ID number.
Due to the exceptionally high level of applications if you have not heard back from HWA within 7 - 10 days, it is regrettable that we cannot respond to all applicants, and please assume your application has been unsuccessful.
Customer Experience Coordinator in Kent employer: Hamilton Woods
Hamilton Woods is an exceptional employer, offering a supportive work culture that prioritises employee development and growth. As a Leasehold Officer in Essex, you will benefit from competitive remuneration, comprehensive training opportunities, and a collaborative environment that values your contributions to enhancing resident satisfaction and compliance with leasehold legislation.
