Customer Experience Officer

Location London
Job Type Contract
Salary Negotiable
Reference JN -112025-6148_1762769042

Role: Customer Experience Officer

Contract: 3 months (possible extension)

Base Location: London, UK (Hybrid)

Working Pattern: Full time (Monday to Friday)


Job Purpose

To deliver a high-quality customer experience by ensuring residents are at the heart of service delivery. The role supports the transformation from a complaints-led service to a proactive customer service model focused on positive outcomes. It involves managing complaints effectively, driving continuous service improvement, and ensuring feedback from residents shapes future service delivery.

Roles & Responsibilities

  1. Deliver excellent customer service across all housing and support service areas, ensuring residents' needs are prioritised in every interaction.
  2. Manage the end-to-end complaints process, ensuring timely, high-quality responses and compliance with policy standards.
  3. Act as a key contact for MPs, Councillors, and the Housing Ombudsman, coordinating responses and ensuring issues are resolved professionally.
  4. Support and coach staff to strengthen complaint handling and customer service standards across departments.
  5. Analyse complaint trends, identify root causes, and work with service teams to implement corrective actions and prevent recurrence.
  6. Collaborate with managers to maintain and update the lessons learned action plan, ensuring improvements are communicated and embedded.
  7. Contribute to the development and review of customer service policies, processes, and training materials.
  8. Produce and support regular performance and management reports, ensuring accurate data on complaints, compliments, and response times.
  9. Promote resident engagement by supporting forums and initiatives that gather feedback to enhance the overall customer experience.
  10. Deputise for the Resident Engagement & Complaints Manager when required, ensuring continuity of service and leadership in their absence.

    Must-Have Skills
  • Proven experience in a customer-facing role, delivering high-quality service and support.
  • Strong negotiation and influencing skills with a track record of resolving customer or service-user issues effectively.
  • Excellent verbal and written communication skills, including professional letter writing and correspondence.
  • Ability to give and receive feedback constructively to drive individual and team performance.
  • Organised and methodical approach with strong attention to detail and accurate record keeping.
  • Motivated team player with a proactive attitude and commitment to achieving team objectives.
  • Demonstrated understanding of continuous improvement principles and their practical application.
  • Capable of managing workload independently, meeting deadlines, and delivering projects on time.
  • Able to handle sensitive information with discretion, maintaining confidentiality at all times.
  • Proficient in Microsoft Office applications, including Word, Excel, Outlook, PowerPoint, and SharePoint.

What happens next?

Your application and CV will be carefully reviewed by the recruitment team managing this position. If your experience matches the role requirements, we will contact you within 48 hours to discuss the opportunity and outline the next steps.