At a Glance
- Tasks: Listen to customers, gather feedback, and drive improvements in their experience.
- Company: Join a dynamic team at RHP Group focused on customer satisfaction.
- Benefits: Competitive salary, supportive environment, and opportunities for personal growth.
- Other info: Embrace diversity and collaborate with teams to enhance customer journeys.
- Why this job: Make a real difference by shaping services that truly respond to customer needs.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Who we’re looking for
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
- Represent the customer voice, making sure their perspective shapes how we design and deliver our services
- 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
- Provide clear, empathetic, and solution-oriented communication to customers and internal teams throughout the complaint process
- Record and maintain accurate information using our CRM system, ideally Microsoft Dynamic
- 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
Customer Experience Advisor (RHP Home) in Teddington employer: Richmond Housing Partnership (RHP)
RHP Group is an exceptional employer that prioritises a customer-first mindset and fosters a collaborative work culture. Employees are encouraged to grow through continuous learning opportunities and are empowered to make meaningful changes that enhance customer experiences. With a strong commitment to inclusivity and respect for diverse perspectives, RHP Group offers a supportive environment where every team member can thrive and contribute to the community.
Contact Details:
Richmond Housing Partnership (RHP) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Advisor (RHP Home) in Teddington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Richmond Housing Partnership (RHP). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Richmond Housing Partnership (RHP) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Advisor (RHP Home) in Teddington
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Richmond Housing Partnership (RHP):Your cover letter is your chance to shine! Tell us why you want to work at Richmond Housing Partnership (RHP) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Richmond Housing Partnership (RHP)!
How to prepare for a job interview at Richmond Housing Partnership (RHP)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
