Customer Experience Coordinator (RE:GEN Midlands) in Sunderland

RE:GEN Group is a purpose-driven organisation specialising in safe, sustainable social housing regeneration. We are committed to enhancing lives, supporting communities and delivering best-in-class solutions, with people, partnership and long-term value at the heart of our approach.

We are looking for a Customer Experience Coordinator to deliver an unforgettable positive experience during the improvements in their home. As part of our customer experience team, you will be responsible for liaising with customers to arrange appointments for site teams, technical workforce and other frontline colleagues and keep customers fully informed throughout the process. You will need good communication skills, a can-do attitude, desire to succeed and the ability to multitask and work under pressure with tight deadlines.

The Customer Experience Coordinator plays a critical role in ensuring customers receive a positive, professional and supportive experience throughout the delivery of improvement works to their homes. The post holder will act as the primary point of contact for customers, building trusted relationships, coordinating communication, resolving concerns and ensuring that customers remain informed, consulted and supported throughout their journey.

Working closely with operational teams, site managers, clients and residents, the role will help drive customer satisfaction, support service improvements and contribute to the successful delivery of regeneration and planned investment programmes.

Specific objectives and deliverables will be agreed through the annual People Engagement Process (RE:PEP). The main duties and responsibilities of the role include:

• Customer Relationship Management
  • Act as the primary point of contact for customers throughout the lifecycle of improvement works.
  • Build positive and trusted relationships with residents, ensuring customers feel listened to, informed and supported.
  • Maintain regular communication with customers regarding appointments, programme updates, changes and completion of works.
  • Conduct customer visits where required to monitor satisfaction and address concerns proactively.
  • Ensure vulnerable customers receive appropriate support and consideration throughout the delivery process.
• Customer Journey Coordination
  • Coordinate customer activities from initial introduction through to completion.
  • Liaise with operational teams to ensure appointments are arranged efficiently and access requirements are met.
  • Monitor customer interactions to ensure a consistent, high-quality service experience.
  • Support the management of customer expectations and provide clear explanations of works, timescales and potential disruption.
• Complaints & Resolution
  • Support the investigation of customer concerns and complaints promptly and professionally.
  • Work collaboratively with operational teams to resolve issues at the earliest opportunity.
  • Ensure complaints are logged, monitored and responded to within agreed timescales.
  • Work with other team members to identify recurring issues and support the implementation of preventative actions and service improvements.
• Customer Insight & Performance
  • Collect customer feedback through satisfaction surveys, complaints and other feedback channels.
  • Support the production of customer experience reports and performance information.
  • Contribute to initiatives that improve customer satisfaction, service delivery and overall customer outcomes.
• Stakeholder Engagement
  • Build effective working relationships with site teams, operational managers, clients and community stakeholders.
  • Act as an advocate for the customer, ensuring customer needs are represented within operational planning and decision making.
  • Support community engagement activities and social value initiatives where required.
• Continuous Improvement
  • Promote a customer-first culture across all projects and activities.
  • Support the development and implementation of customer service improvements, processes and best practices.
  • Contribute to customer experience projects and initiatives designed to enhance service delivery and customer outcomes.
  • Share learning and best practice across contracts and regions.
• Compliance & Governance
  • Ensure customer data is handled in accordance with GDPR and company policies.
  • Maintain accurate customer records and management information systems.
  • Adhere to all health and safety policies and procedures.
  • Demonstrate company values and behaviours in all interactions with customers, colleagues and stakeholders.
• Other Duties
  • Manage RE:GEN internal systems, data capture processes and reporting requirements to support accurate insight and performance monitoring.
  • Support the preparation of KPI data, performance dashboards and Board reports.
  • Manage health and safety issues in your area of responsibility in line with the relevant section(s) of the relevant Health and Safety Policy.

Person Specification

Experience - Essential

• Experience in a customer-facing role delivering high levels of customer service.
• Experience managing customer enquiries, complaints and service requests.
• Experience working within a fast-paced operational environment.
• Experience coordinating multiple activities and priorities simultaneously.
• Experience using CRM systems, customer databases or case management systems.
• Experience working collaboratively with internal and external stakeholders.

Experience - Desirable

• Experience within social housing, planned maintenance, construction, regeneration or property services.
• Experience supporting community engagement or social value initiatives.
• Experience working with housing associations, local authorities or public sector clients.

Knowledge - Essential

• Understanding of customer service principles.
• Knowledge of complaint handling.
• Understanding of the importance of customer satisfaction and performance measures.
• Awareness of data protection and confidentiality requirements.

Knowledge - Desirable

• Understanding of social housing and regeneration environments.
• Aware of Housing Ombudsman Complaint Handling Code requirements.
• Knowledge of customer experience measurement techniques, including customer satisfaction surveys.

Skills and Competencies

• Excellent verbal and written communication skills.
• Effective problem-solving and decision-making abilities.
• Ability to remain calm and professional when handling challenging situations.
• Strong organisational and time management skills.
• Ability to influence positively and manage customer expectations.
• Good attention to detail and record-keeping skills.
• Proficient in Microsoft Office applications, including Outlook, Word and Excel.
• Ability to work independently and as part of a team.
• Positive, proactive and customer-focused approach.

Qualifications

• Full UK Driving Licence.
• GCSEs (or equivalent) in English and Maths.
• Relevant customer service qualification or equivalent practical experience.

RE:GEN Employee Benefits

• Competitive salary and benefits based on experience.
• Pension contribution scheme.
• Life assurance scheme.
• Private healthcare available.
• Bonus scheme.
• Volunteering Leave Scheme.