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Customer Experience Officer - Kingdom Housing Association
Created: 06/01/2026
News/Events Category: Job VacanciesPost: Customer Experience Officer (x2)Organisation: Kingdom Housing AssociationPost 1: 36 hours, permanentPost 2: 12 months, maternity cover
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 their customers is at the heart of delivering their vision of Great Homes, Services, People, and Communities. They're 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 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'll:
- Work as part of the Customer Experience Team to ensure customers are at the heart of the business
- Deliver engagement opportunities that reflect the diverse voices of their communities
- 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
- Confidence and ability to manage conflict situations both face-to-face and in writing
- You will strive to exceed customer expectations and increase customer satisfaction rates while ensuring difficult conversations are handled with empathy and professionalism
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 their 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
Kingdom is looking for someone who has:
- A relevant qualification at SVQ3 (or equivalent) in a relevant subject
- Experience in engagement, community development or housing
- Experience of working in a customer-facing environment, dealing with varying customer demands
- Knowledge of dealing with and responding to complex complaints
- Ability to coordinate tenant panels and forums, supporting decision making and service improvements
- The ability to confidently engage with internal and external stakeholders
How to apply
Apply through their website at: https://www.kingdomhousing.org.uk/jobs/
To discuss any of the roles or request reasonable adjustments as part of this process please contact Kingdom on 01592 632577 or [email protected]
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 Friday 30 January 2026. This will be an assessment centre-style interview from 1.00 until 4.00pm, however you may leave earlier if you have completed the elements required. Anticipated start date is March 2026.
The closing date for applications is Monday 19 January 2026.
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