Senior Customer Experience Officer

As a leading Housing organisation, we take pride in ensuring that our tenants receive the highest level of customer service whilst remaining focused on the changing regulatory landscape. To support us to achieve this aim, we're now seeking two Senior Customer Experience Officers to join our brilliant Customer Experience team!

You'll be contributing to us achieving a consistently strong customer satisfaction rating through effective investigation and resolution of escalated Stage 2 complaints, in line with regulatory requirements, policy and procedures and service standards, and conduct tenant aftercare.

As an individual driven by achieving the best possible services for our customers, you'll liaise directly with internal business stakeholders to identify root cause and ensure that the complaint is resolved in a timely and efficient manner. You'll be responsible for writing high-quality complex letters to customers, outlining the actions taken to resolve their complaint.

You'll also coordinate the resolution of enquiries from Members of Parliament, Councillors or other correspondence directed to our Executive Board - communication is vital to providing a great customer experience to all tenants and stakeholders involved.

Our ideal candidate? The role would suit a resilient and highly organised individual who is able to interface with internal/external stakeholders and Midland Heart tenants alike, challenging/defending opinions and implementing service improvements to prevent future complaints. You'll also have the following experience/ skills:

• Experience of case managing complex escalated complaints in a regulated environment, such as Housing, Financial Services, Health or Legal Services.


• Experience of thoroughly documenting cases and producing robust reports for senior audiences.


• Ability to engage with senior stakeholders across the organisation to influence decision making and negotiate successful outcomes.


• Knowledge of the Housing Ombudsman Code and it's requirements would interest us, support can be provided in this area but a willingness and commitment to learning at pace is essential!


We're a Smart Working organisation where you can expect to be present in the office for 3 days a week - in a role where effective collaboration with stakeholders across the business is key, this is important to us. We're also flexible to ensure you can meet and enjoy life's challenges and opportunities throughout the year.

Who are Midland Heart? We're a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return, you can be assured of a great place to work, where you'll be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.