Customer Experience Admin Officer
| Posting date: | 20 June 2025 |
|---|---|
| Salary: | £20.86 per hour |
| Additional salary information: | per hour PAYE |
| Hours: | Full time |
| Closing date: | 19 July 2025 |
| Location: | Kensington, London, W8 7NX |
| Company: | Triumph Consultants Ltd |
| Job type: | Temporary |
| Job reference: | K&C 5270961 |
Summary
What's involved with this role:
Job Title: Customer Experience Admin Officer
Ref: K&C 5270961
Pay rate: £20.86 per hour PAYE
Basic DBS is required for this role
Hybrid working with a minimum requirement of 3 days per week in the office.
The role:
Join the team and help put customers at the heart of everything.
We're looking for someone to support the delivery of high-quality customer services across the Housing & Social Investment Department.
First hand knowledge of the housing ombudsman process or Demonstrable knowledge of the housing and local government ombudsman is essential for this role.
Key responsibilities:
To work with all service areas across H&SI to provide excellent customer services and ensure that customers are placed at the centre of service delivery
To support the transition from a complaints service to a ’customer service’ that demonstrates positive outcomes for residents
To be part of any service improvement projects linked to complaints and the customer experience, taking responsibility for delivering actions and feeding back on progress
To support the resident engagement processes linked to the delivery of customer services, and ensure residents’ feedback is used to continuously improve
To work with the Customer Experience Manager to ensure that the complaints service meets the needs and expectations of all stakeholders and achieves high levels of service-user satisfaction
Be responsible for the day-to-day provision of a quality complaints service, including acting as a key contact for external organisations i.e. Councillors, MPs, Housing Ombudsman
Meet with colleagues to ensure the lessons learnt from complaints are shared internally and used to continuously improve services, monitoring implementation and success
Work with colleagues to encourage first point of contact resolution
What the client is looking for:
Experience of working in a customer-facing role
First hand knowledge of the housing ombudsman process
Demonstrable knowledge of the housing and local government ombudsman
Ability to give and receive feedback in a constructive manner
Negotiation and influencing skills, with experience of resolving service-user issues
Motivational and willingness to help the team deliver its objectives
An understanding of the principles of continuous improvement
Organised and methodical approach to workload and meticulous record keeping
A self-starter with the ability to meet deadlines and deliver projects on time
Confidently able to provide advice to officers at all levels across the service
Able to maintain a high level of confidentiality and discretion, and deal with information requests with tact and understanding
Excellent written communication skills, including letter writing
Proficient in MS packages e.g. Word, Excel, Outlook, PowerPoint and SharePoint
How to Apply
Quote the Job Title and Reference Number in your application.
Submit your CV in Word format.
Applications are reviewed on a rolling basis—early submission is recommended.
If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
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Job Ref: K&C 5270961
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.