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Customer Experience Coordinator

Job Description

Customer Experience Coordinator

salary: £25,556.00 per annum
Full time, 35 hrs per week, mon-fri
Hybrid working x3 days from home, flexible hours
Location: Central Tunbridge Wells (head office - free car parking onsite)
38 days holiday per year (including bank holidays)

This is a fantastic opportunity to work for a leading not-for-profit organisation based in their head offices in central Tunbridge Wells (there is free parking onsite). The role offers hybrid working x3 days per week from home and x2 days per week in their stunning modern offices, which have been newly refurbished last year.

You will be working in the Customer Feedback and Information team, this is a new team to the business which means you will be able to shape this role and help drive changes to current processes to provide a greater customer experience.

The role will include:
" managing low level customer feedback and complaints from start to finish
" handling customer feedback and complaints via telephone and email
" work to improve existing processes to provide a higher level of customer satisfaction
" preparing written correspondence
" ensuring complaints and feedback are handled in compliance with current regulations and legislation
" ensuring timely and appropriate responses to prevent complaint escalation
" administration to ensure records are accurate

We are looking for individuals with excellent communication and organisation skills, who have an empathetic and caring nature and always strive to deliver the best level of customer service.

Previous experience working in customer services (face to face or over the phone), complaints handling, call centre and administration would be desirable.

An understanding of the Social Housing sector and housing regulations would be advantageous but not essential as full training will be give.

if you are interested and would like to learn more please apply today!


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