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For Companies 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.
- 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.
- Other info: Embrace diversity and collaborate with teams to enhance customer journeys.
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)
Contact Detail:
Richmond Housing Partnership (RHP) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Advisor (RHP Home) in Teddington
✨Tip Number 1
Get to know the company inside out! Research RHP Group, their values, and recent projects. This way, when you chat with them, you can show off your knowledge and how you can contribute to improving customer experiences.
✨Tip Number 2
Practice your communication skills! Since you'll be representing the customer voice, it’s crucial to articulate your thoughts clearly and empathetically. Role-play with a friend or use our resources to refine your approach.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insights into the company culture and might even lead to a referral!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the RHP team.
We think you need these skills to ace Customer Experience Advisor (RHP Home) in Teddington
Some tips for your application 🫡
Show Your Customer-Centric Mindset: Make sure your application highlights your passion for putting customers first. Share examples of how you've listened to customer feedback and made improvements in previous roles. We want to see that you genuinely care about enhancing the customer experience!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to describe your skills and experiences, especially those related to communication and problem-solving. We appreciate a well-structured application that’s easy to read!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific requirements of the Customer Experience Advisor role. Mention how your experiences align with the job description and how you can contribute to our team.
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 the role. Plus, it shows you’re keen on joining our team at RHP Group!
How to prepare for a job interview at Richmond Housing Partnership (RHP)
✨Know the Customer Experience Inside Out
Before your interview, dive deep into understanding what makes a great customer experience. Familiarise yourself with common pain points in the housing sector and think about how you would address them. This will show that you’re not just interested in the role but are genuinely passionate about improving customer experiences.
✨Showcase Your Communication Skills
Prepare to demonstrate your strong interpersonal skills during the interview. Think of examples where you've effectively communicated with customers or colleagues, especially in challenging situations. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your ability to empathise and resolve issues.
✨Be Data-Driven
Since the role involves using feedback and data to drive improvements, come prepared with examples of how you've used data in previous roles. Discuss any tools or systems you’ve used, like CRM software, and how they helped you make informed decisions. This will illustrate your analytical mindset and commitment to continuous improvement.
✨Embrace Inclusivity and Diversity
RHP Group values inclusivity, so be ready to discuss how you respect and embrace different perspectives. Share experiences where you’ve worked collaboratively with diverse teams or engaged with customers from various backgrounds. This will demonstrate that you align with their values and can contribute positively to their culture.