Customer Experience Advisor (RHP Home) in Teddington

You’ll listen to what matters most to customers, understand their experiences and work with colleagues to turn those insights into real improvements. You’ll be a bridge between feedback and change, helping us shape services that are easier, more welcoming, and genuinely responsive. By working collaboratively with other teams across RHP Group you’ll identify opportunities to improve the experiences for our customers. You’ll represent the customer voice, making sure their perspective shapes how we deliver our services.

By providing clear, empathetic, and solution-based communication to customers and internal teams throughout the complaint process, you’ll show your strong interpersonal and communication skills, with a customer‑first mindset that role‑models our values and demonstrates inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective.

Connect with what you’ll do:

• Work with teams across RHP Group to identify opportunities to improve the experience for our customers.
• Use feedback and data to help shape practical improvements that have a real impact.
• Support the delivery of new processes and projects that make the customer journey smoother and more effective.
• Develop and update customer journey maps, highlighting key points where changes will make the biggest difference.
• Gather and analyse feedback from residents to understand how they feel about our services.
• Share insights with teams to help them learn from feedback and keep improving.
• Support reviews and reporting to track progress and measure satisfaction levels.
• Take part in engagement events and activities that help build trust and stronger relationships with customers and communities.
• Lead the investigation and resolution of customer complaints involving repairs, ensuring each case is managed efficiently from start to finish.
• Record and maintain accurate information using our CRM system, ideally Microsoft Dynamics.
• Identify recurring themes or issues and share insights to help prevent them in the future.
• Make sure every response reflects RHP’s values of listening, learning, and doing what’s right for our customers.

Connect with how you’ll do it:

• We’re looking for someone with experience of Customer Services, engagement or improvement roles, ideally within housing or a service‑led environment.
• Strong interpersonal and communication skills, with a customer‑first mindset.
• Ability to manage conflict and resolve complaints diplomatically.
• Familiarity with housing management systems and Microsoft Office (including Excel).
• Using feedback and data to inform decisions and drive improvement.
• Full driving licence.

The key behaviours we expect in the role include:

• Role modelling our values: we know our stuff / we make it happen / we care.
• Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective.
• Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
• Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer experience.
• Working in an organised, methodical way with excellent accuracy and attention to detail.
• Making wise decisions and solving problems without overcomplicating things, understanding the needs of customers and the different tenures.
• Championing collaborative working across the organization to achieve shared goals.
• Building trust by doing what you say you will.
• Holding your hands up if you make a mistake and quickly re‑focus to put things right.
• Seizing opportunities by being brave and stepping outside of your comfort zone.
• Being empathetic and respectful in all customer interactions with a genuine passion for improving the customer experience.