At a Glance
- Tasks: Transform complaints into solutions and enhance customer service in housing.
- Company: Join a dedicated team focused on improving community living.
- Benefits: Gain valuable experience, develop communication skills, and make a real difference.
- Other info: Dynamic role with opportunities for personal growth and impact.
- Why this job: Be the voice for customers and help shape better services.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 23400 - 28600 £ per year.
Turn complaints into better homes and better service. As a Customer Experience Officer, you will be the first point of contact for complaints and compliments across our Housing Service. You will listen, investigate fairly, and make sure every customer knows where they stand.
This is a role with real responsibility. You will decide whether a complaint is upheld, explain that decision clearly, and agree compensation where the service has fallen short.
What you'll do:
- Log, record and coordinate all complaints and service issues so every case is accurate and up to date.
- Keep customers informed at every stage of the complaints process.
- Work with colleagues across Housing to investigate complaints thoroughly.
- Decide whether complaints are upheld and explain the reasons to customers and managers.
- Investigate compensation claims and agree discretionary payments for service failures, in line with policy.
- Track agreed resolutions and cases in our CRM system, chasing delays and making sure written enquiries get a prompt response.
- Help customers use our online services to report issues and make complaints.
- Follow safeguarding, data protection, health and safety and financial procedures.
- Contribute ideas to improve our policies and the way we work.
What you'll bring:
- Experience of handling customer complaints or enquiries, ideally in housing or another public-facing service.
- A fair, evidence-led approach to investigation and decision-making.
- Clear, confident written and spoken communication, including explaining difficult decisions.
- Strong organisation, with the ability to manage and track a busy caseload.
- Confidence using IT systems, including a CRM, and helping others go digital.
- A commitment to equality, diversity and putting customers first.
Customer Experience Officer employer: Vivid Resourcing Ltd
Join a dedicated council in South Wales that prioritises public health and environmental protection, offering a supportive work culture where your expertise as an Environmental Health Officer will make a tangible difference in the community. With opportunities for professional growth and a commitment to employee development, you will be part of a team that values collaboration and innovation in tackling public health challenges. Enjoy the benefits of working in a vibrant location with a focus on meaningful impact and community well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vivid Resourcing Ltd. 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 Vivid Resourcing Ltd 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 Officer
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 Vivid Resourcing Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Vivid Resourcing Ltd 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 Vivid Resourcing Ltd!
How to prepare for a job interview at Vivid Resourcing Ltd
✨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.
