Customer Experience Coordinator

We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs.

The One Housing Customer Services teams are friendly, knowledgeable and we love what we do. We are proud of our expertise and passionate about the high-quality, service we deliver to all of our customers.

We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives, each and every day.

Join our Customer Service team as a Customer Experience Coordinator

Our Customer Services teams play a central role in achieving our vision. Our teams include our Customer Contact Centre and specialist teams like income collection, rent and service charges and resident management. Often acting as a first-point of contact for our customers we prize our accountability, empathy and a genuine self-desire to be helpful and informative.

We’re an organisation with strong values. We keep our promises; we do a great job; we value diversity; we work together; and we look for ways to improve. These are what make us such a great team, working together as one to achieve our vision.

The role

We have a fantastic opportunity for someone to join us in the position of customer experience coordinator in Camden. This role will have hybrid working. Your responsibilities will include:

• Ensuring outstanding administrative support across all areas of the Directorate to support the customer journey
• Putting the customer at the centre and creating a positive customer experience
• Ensuring the timely production of routine management reports to support service delivery and meet the business requirements as part of the customer journey
• Assist and coordinate in the Investigation of complaints (informal and formal) and expressions of dissatisfaction with the service; Respond to customers within our published service standards, both verbally and in writing. Analyse and capture lessons learnt and ensure these are shared with the senior management team and wider administrative team, ensure that processes are reviewed to avoid similar occurrences and where required identify any weaknesses in processes and procedures
• Act as an ambassador and champion for the customer experience for the service, actively building positive working relationships with key internal and external stakeholders.

What you will need to succeed

We are looking for someone who believes in working together as part of a team, who shares our values and who is positive and friendly. The successful candidate will:

• Have previously worked in the housing sector
• Have experience working in a customer service environment.
• Have advanced IT skills and literacy, use of CRM systems, use of spread sheets
• Excellent communication and organisation skills

The offer

Our Life@One benefits offer you an array of perks designed with your wellbeing in mind.

• Salary: £28,000 – £32,000
• Your holidays are important to us. Take up to 28 days annual leave plus bank holidays.
• Lean travel.. Spread the cost of your commute with a season ticket loans and our Cycle2Work scheme, open to all colleagues
• Looking forward to your big bucket list trip? You can buy or sell up to five days annual leave each year.
• Get paid to do good. We offer you two days off on full pay each year to volunteer in our communities.
• Well done! With our colleague recognition programme you will know when you’ve done a #greatjob
• Learning never stops. One Academy, our innovative, in-house learning and development offering is designed to help you take your career to the next level.
• We’re here for you. Our employee assistance programme offers counselling and support for you and your family 24/7.
• Stay book-smart. Take up to five paid days off per year to study toward a relevant qualification.
• Experience new things. We offer you a career break after 3 years’ continuous service.

About us

As an organisation with a strong social purpose, One Housing works in some of the most diverse communities in the UK and their workforce reflects that. We understand the strength we gain from having and supporting our diverse teams. The different skills and experiences that our colleagues from different backgrounds bring to us allow us to make better decisions, consider different views and be an altogether more interesting and cohesive place to work.

We welcome applications from everyone.