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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: Be part of a supportive team that values fairness, respect, and diversity.
- Why this job: Make a real difference by ensuring customers' voices are heard and valued.
- 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 in Pontypool 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 in Pontypool
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its values. We want you to show how your skills align with their mission. Practice common interview questions and think about how you can demonstrate your customer-focused mindset.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. We love seeing candidates who take that extra step!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re always looking for passionate individuals who are ready to make a difference in customer experience.
We think you need these skills to ace Customer Experience and Feedback Coordinator in Pontypool
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your experience in handling customer feedback and complaints. We want to see how your skills align with the role of Customer Experience and Feedback Coordinator, so don’t hold back!
Showcase Your Writing Skills: Since this role involves producing clear and professional reports, it’s essential to demonstrate your writing prowess. Use concise language and structure your application well to reflect your ability to communicate effectively.
Highlight Your Organisational Skills: Being highly organised is key for this position. Share examples from your past experiences where you’ve successfully managed multiple tasks or projects, showing us that you can keep everything on track.
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 this exciting opportunity to make a difference in customer experience!
How to prepare for a job interview at Monmouthshire Housing Association Limited
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description. Familiarise yourself with the key responsibilities and think about how your experience aligns with them. This will help you articulate your fit for the Customer Experience and Feedback Coordinator role.
✨Prepare Real-Life Examples
Think of specific instances where you've successfully handled customer complaints or feedback. Be ready to share these examples during the interview, highlighting your problem-solving skills and ability to work across teams. This will demonstrate your practical experience in a customer-facing environment.
✨Showcase Your Analytical Skills
Since the role involves analysing feedback data, be prepared to discuss how you've used data to identify trends or improve services in the past. Bring up any tools you've used, like Power BI or Microsoft 365, to show you're comfortable with digital systems and data management.
✨Emphasise Your Customer Focus
Throughout the interview, convey your commitment to customer satisfaction. Share your approach to ensuring fair and efficient handling of customer concerns, and how you maintain empathy and objectivity in sensitive situations. This aligns perfectly with the company's values and will set you apart.