Customer Experience Coordinator
| Dyddiad hysbysebu: | 09 Ionawr 2026 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £26,607 |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 08 Chwefror 2026 |
| Lleoliad: | Chatham, ME4 4LL |
| Cwmni: | MHS Homes |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 100 |
Crynodeb
Job Advert
At mhs, our customers are at the heart of everything we do. As our new Customer Experience Co‑ordinator, you’ll play a key role in
being the voice of our customers.
Following a trial period of managing our stage 1 complaints via a centralised complaints team, we are pleased to announce that we
are planning to formalise this approach. We are looking for a customer experience coordinator that are able to triage service
request and complaints, support councillor and MP enquiries and deal with a variety of other complaint handling related tasks.
What you’ll be doing:
* Customer Feedback & Complaints Handling - Co‑ordinate all customer complaints in line with our Complaints Policy, ensuring
clear communication and timely allocation to complaint handlers.
* Customer Engagement & Insight - Manage the member enquiries inbox, follow up on survey feedback, identify customer‑feedback
trends for improvements, and share positive feedback via the Communications Team.
* Customer Care & Service Delivery - Tailor communication to customer needs with empathy, deliver excellent service across all
channels, and support customers in moving to digital and self‑service options.
* Record‑keeping, Data & EDI - Maintain accurate and respectful customer records, ensure confidentiality and data‑protection
compliance, and uphold Equality, Diversity and Inclusion in every interaction.
What you’ll bring:
* Great verbal and written communication
* Problem‑solving ability and resilience when handling challenging conversations
* Strong attention to detail and ability to manage a high volume of work
* Proficiency with Microsoft Office
* Experience in delivering customer service
What’s Great About This Role:
* Start Your Career with Purpose: Work in a role where you’ll have a direct impact on the lives of those in your community.
* Support and Training: We’ll provide you with all the support and training you need to succeed and grow in your role.
* Career Development: Take advantage of ongoing learning opportunities and gain valuable experience in social housing.
We offer:
* A performance based annual bonus + pension contributions matched up to 6%
* 28 days holiday + bank holidays and the option to buy/sell holiday
* Training & Development and opportunities for continuing professional development including regular tool box talks
* A great team of colleagues to work with
* Regular social and charitable events and a range of wellbeing activities
* Enhanced family leave policies
* A really competitive package of flexible employee benefits including a cycle to work scheme
* Free parking and disabled parking
* Access to two holiday homes in Norfolk and Dorset
Join mhs and contribute to making a meaningful impact on the lives of young people in our community.
At mhs homes we value equality, diversity and inclusion. We are wholeheartedly committed to the principle of equality of
opportunity, both as an employer and as a provider of services. We positively encourage applications from suitably qualified and
eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital
status, or pregnancy and maternity.
We’re a Disability Confident employer. This means if you tell us you have a disability and meet the minimum requirements for the
job, we’ll offer you an interview. We can be flexible when assessing people so everyone has the best opportunity to demonstrate
they can do the job.
Instructions for potential applicants: Please note we're using an anonymised recruitment process for this role. This means the
shortlisting panel will only see personal details or CVs if you're shortlisted for interview. Therefore, shortlisting will be done
based on your application and supporting statement. Please complete all sections fully and refer to the role profile when telling
us about your skills and experience.
At mhs, our customers are at the heart of everything we do. As our new Customer Experience Co‑ordinator, you’ll play a key role in
being the voice of our customers.
Following a trial period of managing our stage 1 complaints via a centralised complaints team, we are pleased to announce that we
are planning to formalise this approach. We are looking for a customer experience coordinator that are able to triage service
request and complaints, support councillor and MP enquiries and deal with a variety of other complaint handling related tasks.
What you’ll be doing:
* Customer Feedback & Complaints Handling - Co‑ordinate all customer complaints in line with our Complaints Policy, ensuring
clear communication and timely allocation to complaint handlers.
* Customer Engagement & Insight - Manage the member enquiries inbox, follow up on survey feedback, identify customer‑feedback
trends for improvements, and share positive feedback via the Communications Team.
* Customer Care & Service Delivery - Tailor communication to customer needs with empathy, deliver excellent service across all
channels, and support customers in moving to digital and self‑service options.
* Record‑keeping, Data & EDI - Maintain accurate and respectful customer records, ensure confidentiality and data‑protection
compliance, and uphold Equality, Diversity and Inclusion in every interaction.
What you’ll bring:
* Great verbal and written communication
* Problem‑solving ability and resilience when handling challenging conversations
* Strong attention to detail and ability to manage a high volume of work
* Proficiency with Microsoft Office
* Experience in delivering customer service
What’s Great About This Role:
* Start Your Career with Purpose: Work in a role where you’ll have a direct impact on the lives of those in your community.
* Support and Training: We’ll provide you with all the support and training you need to succeed and grow in your role.
* Career Development: Take advantage of ongoing learning opportunities and gain valuable experience in social housing.
We offer:
* A performance based annual bonus + pension contributions matched up to 6%
* 28 days holiday + bank holidays and the option to buy/sell holiday
* Training & Development and opportunities for continuing professional development including regular tool box talks
* A great team of colleagues to work with
* Regular social and charitable events and a range of wellbeing activities
* Enhanced family leave policies
* A really competitive package of flexible employee benefits including a cycle to work scheme
* Free parking and disabled parking
* Access to two holiday homes in Norfolk and Dorset
Join mhs and contribute to making a meaningful impact on the lives of young people in our community.
At mhs homes we value equality, diversity and inclusion. We are wholeheartedly committed to the principle of equality of
opportunity, both as an employer and as a provider of services. We positively encourage applications from suitably qualified and
eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital
status, or pregnancy and maternity.
We’re a Disability Confident employer. This means if you tell us you have a disability and meet the minimum requirements for the
job, we’ll offer you an interview. We can be flexible when assessing people so everyone has the best opportunity to demonstrate
they can do the job.
Instructions for potential applicants: Please note we're using an anonymised recruitment process for this role. This means the
shortlisting panel will only see personal details or CVs if you're shortlisted for interview. Therefore, shortlisting will be done
based on your application and supporting statement. Please complete all sections fully and refer to the role profile when telling
us about your skills and experience.
Aelod balch o'r cynllun cyflogwyr Hyderus o ran Anabledd
Hyderus o ran Anabledd
Gwybodaeth am Hyderus o ran Anabledd
Yn gyffredinol, bydd cyflogwr Hyderus o ran Anabledd yn cynnig cyfweliad i unrhyw ymgeisydd sy'n datgan eu bod yn anabl ac yn bodloni'r meini prawf lleiaf ar gyfer y swydd fel y diffinnir gan y cyflogwr. Mae'n bwysig nodi, mewn rhai sefyllfaoedd recriwtio fel nifer fawr o ymgeiswyr, cyfnod tymhorol ac amseroedd prysur iawn, efallai y bydd y cyflogwr am gyfyngu ar y niferoedd cyffredinol o gyfweliadau a gynigir i bobl anabl a phobl nad ydynt yn anabl. Am fwy o fanylion ewch i Hyderus o ran Anabledd.