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Customer Experience CoordinatorTemporary£19 UmbrellaKent
Hamilton Woods Associates are currently recruiting for a Customer Experience Coordinator to act as the first point of contact for complaints, manage customer feedback and enquiries, and support the delivery of a high-quality customer experience across all service areas.
Duties and Responsibilities of the Customer Experience Coordinator:
- Act as the first point of contact for customer complaints, ensuring they are logged, acknowledged and progressed in line with policy
- Investigate and resolve low-risk Stage 1 complaints
- Quality check complaint responses to ensure compliance with internal standards and Housing Ombudsman expectations
- Manage MP and Councillor enquiries, providing timely and professional responses
- Follow up on customer feedback and surveys, working with internal teams to resolve issues
- Identify trends in customer feedback and share insights to support service improvement
- Communicate with customers across phone, email and written channels with empathy and professionalism
- Maintain accurate records of all customer interactions in line with data protection requirements
- Support customers in accessing digital and self-service options
- Promote equality, diversity and inclusion in all customer interactions
Essential Requirements of the Customer Experience Coordinator:
- Previous experience within a customer service role
- IT literate, including Microsoft Office
To be considered for this exciting role, please contact Lucie Houston – Managing Consultant at Hamilton Woods or apply online with a covering note of your experience and suitability referencing the job ID number. xwwtmva Due to the exceptionally high level of applications if you have not heard back from HWA within 7 – 10 days, it is regrettable that we cannot respond to all applicants, and please assume your application has been unsuccessful.
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