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For Companies At a Glance
- Tasks: Coordinate customer feedback and complaints to enhance service quality.
- Company: Join a dynamic organisation focused on customer satisfaction and continuous improvement.
- Benefits: Enjoy flexible working, generous leave, health plans, and development opportunities.
- Other info: Collaborative environment with a commitment to fairness and diversity.
- Why this job: Make a real difference by ensuring customer voices are heard and acted upon.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for a highly organised and customer-focused Customer Experience and Feedback Coordinator to act as the central hub for all customer feedback, complaints, and compensation requests. In this key role, you will ensure customer concerns are handled efficiently, fairly, and in line with regulatory requirements, helping to drive continuous improvement and deliver excellent service standards.
Key Responsibilities
- Act as the central coordination point for customer complaints, compensation claims, and feedback and enquiries.
- Triage, record, and assign cases to appropriate managers or service leads.
- Monitor case progress to ensure timely, high-quality responses.
- Escalate risks, delays, or complex issues where necessary.
- Produce reports and insights for senior leadership, Board, and Committees.
- Analyse feedback data to identify trends, risks, and improvement opportunities.
- Support organisational learning and service improvement initiatives.
- Ensure accurate data management using systems such as Power BI and Microsoft 365.
- Liaise across departments to resolve customer issues effectively.
About You
- Experienced in handling complaints or enquiries in a customer-facing environment.
- Skilled in producing clear, professional written reports.
- Confident working across multiple teams to resolve issues.
- Highly organised with strong attention to detail and data accuracy.
- Calm, empathetic, and objective when dealing with sensitive situations.
- Analytical, with the ability to identify trends and risks from data.
- Comfortable using digital systems and case management tools.
Desirable
- Ability to speak and write in Welsh.
Our Values
- Customer focus.
- Strong communication and influencing skills.
- Teamworking and collaboration.
- Adaptability and openness to change.
- Commitment to fairness, respect, and diversity.
What We Offer
- Flexible and hybrid working.
- Generous annual leave, bank holidays and volunteering days.
- Health cash plan for everyday healthcare costs.
- Pension scheme.
- Learning and development opportunities.
- Cycle to Work scheme.
Why Join Us
You’ll play a vital role in ensuring customers’ voices are heard and acted upon, helping to shape better services and strengthen accountability across the organisation.
Customer Experience and Feedback Coordinator employer: Monmouthshire Housing Association Limited
Contact Detail:
Monmouthshire Housing Association Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience and Feedback Coordinator
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their customer experience approach and think of examples from your past that align with their mission. This will show them you're genuinely interested and a great fit!
✨Tip Number 3
Practice your responses to common interview questions, especially those related to handling complaints and feedback. Use the STAR method (Situation, Task, Action, Result) to structure your answers and keep them clear and concise.
✨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 keen on joining our team and contributing to our customer-focused culture.
We think you need these skills to ace Customer Experience and Feedback Coordinator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of Customer Experience and Feedback Coordinator. We want to see how you can bring your unique flair to our team!
Showcase Your Communication Skills: Since this role involves a lot of written communication, be sure to demonstrate your ability to produce clear and professional reports. Use concise language and structure your application well – it’s all about making a great first impression!
Highlight Your Organisational Skills: We’re looking for someone who is highly organised, so don’t shy away from sharing examples of how you manage multiple tasks or projects. Show us how you keep everything on track and ensure nothing slips through the cracks!
Apply Through Our Website: To make sure your application gets to us, apply directly through our website. It’s the best way to ensure we see your application and gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Monmouthshire Housing Association Limited
✨Know Your Customer Experience Basics
Before the interview, brush up on key customer experience principles. Understand how to handle complaints and feedback effectively, as this role is all about being the go-to person for customer concerns. Familiarise yourself with common customer service scenarios and think about how you would approach them.
✨Showcase Your Organisational Skills
Since this position requires strong organisational abilities, be ready to discuss your methods for managing multiple tasks. Prepare examples of how you've successfully triaged and resolved customer issues in the past, highlighting your attention to detail and ability to keep track of case progress.
✨Demonstrate Your Analytical Mindset
This role involves analysing feedback data to identify trends and risks. Be prepared to talk about any experience you have with data analysis tools like Power BI or Microsoft 365. If you can, bring examples of reports you've created or insights you've derived from data to showcase your analytical skills.
✨Emphasise Your Communication Skills
Strong communication is key in this role, so think about how you can demonstrate your ability to liaise across departments. Prepare to share examples of how you've effectively communicated complex information or resolved sensitive situations, showing your calm and empathetic approach.