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Customer Experience Officer- Kingdom Housing Association
Created: 23/06/2025
News/Events Category: Job VacanciesTitle: Customer Experience OfficerOrganisation: Kingdom Housing AssociationHours: 36 hours per weekSalary: £37,073 - £41,106 per annum
Kingdom Group is growing thoughtfully to meet the needs of their customers and communities while ensuring they remain a trusted, accountable organisation. The work they do has never been more important, and supporting customers is at the heart of delivering their vision of great homes, services, people, and communities.Kingdom is looking for a Customer Experience Officer to play a key role in delivering customer engagement activities promoting customer voice and impact across services. This is an opportunity to shape how they work, ensuring that they're committed to delivering as one Kingdom to provide the highest standard of service to all of customers.
The role
As Customer Experience Officer, you will:
- Work as part of the Customer Experience team to ensure customers are at the heart of the business
- Develop and deliver customer engagement strategies, initiatives, and KPIs that enhance customer voice across the Kingdom group
- Encourage and support customers to engage in tenant participation, lead community and tenant groups, and collaborate with internal and external stakeholders to strengthen local involvement
- Facilitate effective communication to ensure tenants' views and priorities are heard
- Monitor complaints and compliments to develop and reinforce excellent customer experiences
You will act as the first point of contact for escalated customer issues, ensuring difficult conversations are handled with empathy and professionalism, whilst striving to exceed customer expectation and increase customer satisfaction rates.
Why join Kingdom Group?
At Kingdom Group, every role is about making a difference. Every role directly contributes to improving lives, supporting communities, and delivering positive outcomes for those who rely on Kingdom's services. Working there means joining a supportive, innovative organisation where your work truly matters. They're proud to hold Investors in People Gold and Investors in Young People Platinum accreditations, reflecting their focus on professional development, employee wellbeing, and creating a workplace where everyone thrives.
What they offer
Kingdom Group is a forward-thinking organisation recognised with Investors in People Gold and Investors in Young People Platinum accreditations. They are committed to creating a diverse and inclusive workplace where everyone can thrive. You will find a supportive workplace that prioritises work-life balance, flexibility, and employee wellbeing and offers professional development opportunities in a collaborative, innovative environment.
About you
They're looking for someone who has:
- A relevant qualification at SVQ3 (or equivalent) in a relevant subject
- Experience of working in a customer facing office environment, dealing with varying customer demands, and managing and resolving complex complaints
- The ability to confidently engage with internal and external stakeholders
How to apply
To discuss the role or require reasonable adjustments as part of this process please call Kingdom on 01592 632577 or e-mail [email protected]
Apply through their website at https://www.kingdomhousing.org.uk/jobs/
Kingdom is committed to contributing towards the eradication of homelessness. As part of that, they particularly welcome applications from people who are currently registered homeless or have been in the last 12 months. They will guarantee shortlisting to any applicant who meets that criteria and the essential criteria for the vacancy. If they offer you the role and you are homeless at that point, they will also offer you a tenancy in one of their properties as part of the Naumann Initiative. If you wish your application to be considered under the scheme, please state this under "Supporting information" on your application form. Scottish Charity No: SC000874.
Interviews will take place on Thursday 10 July 2025. This will be an an assessment centre style interview from 9:30am to 13:30pm however you may leave earlier if you have completed the elements required. Anticipated start date: August 2025.
The closing date for applications is Wednesday 02 July 2025.
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