Customer Experience Officer
| Posting date: | 18 June 2025 |
|---|---|
| Salary: | £37,073 to £41,106 per year |
| Hours: | Full time |
| Closing date: | 02 July 2025 |
| Location: | Glenrothes, Fife |
| Remote working: | On-site only |
| Company: | Kingdom Housing Association |
| Job type: | Permanent |
| Job reference: | REQ000674 |
Summary
Ensure Our Customers Voice is Heard and Supported: Customer Experience Officer at Kingdom Group
At Kingdom Group, we’re growing thoughtfully to meet the needs of our customers and communities while ensuring we remain a trusted, accountable organisation. The work we do has never been more important, and supporting our customers is at the heart of delivering our vision of Great Homes, Services, People, and Communities.
We’re looking for a Customer Experience Officer to play a key role in delivering customer engagement activities promoting customer voice and impact across services.
This is an opportunity to shape how we work, ensuring that we’re committed to delivering as One Kingdom to provide the highest standard of service to all of our customers.
The Role
As Customer Experience Officer, you’ll:
Work as part of the Customer Experience Team to ensure our customers are at the heart of our business. Develop and deliver customer engagement strategies, initiatives, and KPIs that enhance customer voice across the Kingdom Group
Encourage and support customers to engage in tenant participation, lead community and tenant groups, and collaborate with internal and external stakeholders to strengthen local involvement.
Facilitate effective communication to ensure tenants’ views and priorities are heard
Monitor complaints and compliments to develop and reinforce excellent customer experiences.
You will act as the first point of contact for escalated customer issues, ensuring difficult conversations are handled with empathy and professionalism, whilst striving to exceed customer expectation and increase customer satisfaction rates.
Why Join Kingdom Group?
At Kingdom Group, every role is about making a difference. Every role directly contributes to improving lives, supporting communities, and delivering positive outcomes for those who rely on us.
Working here means joining a supportive, innovative organisation where your work truly matters. We’re proud to hold Investors in People Gold and Investors in Young People Platinum accreditations, reflecting our focus on professional development, employee wellbeing, and creating a workplace where everyone thrives.
What We Offer
Kingdom Group is a forward-thinking organisation recognised with Investors in People Gold and Investors in Young People Platinum accreditations. We are committed to creating a diverse and inclusive workplace where everyone can thrive. You will find a supportive workplace that prioritises work-life balance, flexibility, and employee wellbeing and offers professional development opportunities in a collaborative, innovative environment.
About You
We’re looking for someone who:
A relevant qualification at SVQ3 (or equivalent) in a relevant subject
Experience of working in a customer facing office environment, dealing with varying customer demands and managing and resolving complex complaints.
The ability to confidently engage with internal and external stakeholders
Ready to Apply?
Apply through our website at: https://www.kingdomhousing.org.uk/jobs/
This is your opportunity to use your expertise to make a real impact—ensuring Kingdom Group grows responsibly and continues to deliver meaningful change.
Closing Date: Wednesday 2 July 2025
Interview Date: Thursday 10 July 2025 - this will be an assessment centre style interview from 9:30am to 13:30pm however you may leave earlier if you have completed the elements required.
Anticipated Start Date: August 2025
Additional Information: To discuss any of the roles or require reasonable adjustments as part of this process please contact us on 01592 632577 or employeelifecycleteam@kha.scot
Kingdom is committed to contributing towards the eradication of homelessness. As part of that, we particularly welcome applications from people who are currently registered homeless or have been in the last 12 months. We will guarantee shortlisting to any applicant who meets that criteria and the essential criteria for the vacancy. If we offer you the role and you are homeless at that point, we will also offer you a tenancy in one of our properties as part of the Naumann Initiative. If you wish your application to be considered under the scheme, please state this under “Supporting information” on your application form.
Scottish Charity No: SC000874
At Kingdom Group, we’re growing thoughtfully to meet the needs of our customers and communities while ensuring we remain a trusted, accountable organisation. The work we do has never been more important, and supporting our customers is at the heart of delivering our vision of Great Homes, Services, People, and Communities.
We’re looking for a Customer Experience Officer to play a key role in delivering customer engagement activities promoting customer voice and impact across services.
This is an opportunity to shape how we work, ensuring that we’re committed to delivering as One Kingdom to provide the highest standard of service to all of our customers.
The Role
As Customer Experience Officer, you’ll:
Work as part of the Customer Experience Team to ensure our customers are at the heart of our business. Develop and deliver customer engagement strategies, initiatives, and KPIs that enhance customer voice across the Kingdom Group
Encourage and support customers to engage in tenant participation, lead community and tenant groups, and collaborate with internal and external stakeholders to strengthen local involvement.
Facilitate effective communication to ensure tenants’ views and priorities are heard
Monitor complaints and compliments to develop and reinforce excellent customer experiences.
You will act as the first point of contact for escalated customer issues, ensuring difficult conversations are handled with empathy and professionalism, whilst striving to exceed customer expectation and increase customer satisfaction rates.
Why Join Kingdom Group?
At Kingdom Group, every role is about making a difference. Every role directly contributes to improving lives, supporting communities, and delivering positive outcomes for those who rely on us.
Working here means joining a supportive, innovative organisation where your work truly matters. We’re proud to hold Investors in People Gold and Investors in Young People Platinum accreditations, reflecting our focus on professional development, employee wellbeing, and creating a workplace where everyone thrives.
What We Offer
Kingdom Group is a forward-thinking organisation recognised with Investors in People Gold and Investors in Young People Platinum accreditations. We are committed to creating a diverse and inclusive workplace where everyone can thrive. You will find a supportive workplace that prioritises work-life balance, flexibility, and employee wellbeing and offers professional development opportunities in a collaborative, innovative environment.
About You
We’re looking for someone who:
A relevant qualification at SVQ3 (or equivalent) in a relevant subject
Experience of working in a customer facing office environment, dealing with varying customer demands and managing and resolving complex complaints.
The ability to confidently engage with internal and external stakeholders
Ready to Apply?
Apply through our website at: https://www.kingdomhousing.org.uk/jobs/
This is your opportunity to use your expertise to make a real impact—ensuring Kingdom Group grows responsibly and continues to deliver meaningful change.
Closing Date: Wednesday 2 July 2025
Interview Date: Thursday 10 July 2025 - this will be an assessment centre style interview from 9:30am to 13:30pm however you may leave earlier if you have completed the elements required.
Anticipated Start Date: August 2025
Additional Information: To discuss any of the roles or require reasonable adjustments as part of this process please contact us on 01592 632577 or employeelifecycleteam@kha.scot
Kingdom is committed to contributing towards the eradication of homelessness. As part of that, we particularly welcome applications from people who are currently registered homeless or have been in the last 12 months. We will guarantee shortlisting to any applicant who meets that criteria and the essential criteria for the vacancy. If we offer you the role and you are homeless at that point, we will also offer you a tenancy in one of our properties as part of the Naumann Initiative. If you wish your application to be considered under the scheme, please state this under “Supporting information” on your application form.
Scottish Charity No: SC000874