Customer Experience Coordinator

About the role:​

We are recruiting a Customer Experience Coordinator to provide clear, professional communication and support to residents during planned programmes of work, including internal and external improvements such as kitchen and bathroom replacements, new doors and windows, and heating installations.

The role involves visiting customers in their homes to explain the planned works, record any individual requirements, and ensure a courteous and considerate service throughout. 

Location:

Bowburn/ Site Locations

What we will expect from you:

• To coordinate all activities that relate to the customers journey, from introduction to completion of works:

- Visit customers in their home to monitor works and quickly address any customer concerns or issues raised to avoid escalation 

​ - Ensure resident information packs are prepared for distribution

- Assist residents in making choices, collating agreed information, and maintaining accurate records

- Issue 14 day and 21 day notification letters to customers

- Investigate and resolve complaints within agreed timescales 

- Ensure a high level of customer service is delivered

- Resolve problems of access or other social issues

- Assist in developing continuous improvement opportunities links to all activities affecting the customer journey

• Support the site manager in all activities affecting the customer 

- joint site visits 

- completion of Daily Customer Records, QM form

- completion of Information for Site Manager QM form 

- arrange access to customers’ homes in line with the Site Managers programme

• Plan and prioritise workload
• Actively respond to different situations and changes.  Effectively communicate programme changes in a timely manner
• Ensure all QA documents are completed correctly within agreed timescales
• Ensure correct templates, letters and spreadsheets are used when completing administrative duties
• Ensure accurate records are maintained
• Liaise with the Client representative / housing, arrange storage/decants
• Identify community initiatives to fulfil social value commitments 
• Prepare and report accurate weekly and monthly information as required by the Customer Experience Manager   
  
• The Group is committed to achieving a high standard of Health and Safety in all its activities and the post holder will be expected to contribute to maintaining standards to ensure compliance with all appropriate legislation
• To recognise the importance of fairness and equality in the workplace, to treat everyone with dignity and respect
  
• Awareness of safeguarding for children and vulnerable people
• Compliance with GDPR when handling sensitive information
• Accuracy of information 
• Customer satisfaction levels 
• Feedback from site management
• Working within timescales and targets for customer notifications and management reports

It is not possible for this document to totally encompass or define all tasks that may be required of the post holder.  The outlined duties may therefore vary from time to time without materially changing either the character or level of responsibility.

What to Expect from us:
At Esh, our values shape the way we work every day — and you can expect to see them in action from the moment you join us.

• Care: We prioritise your wellbeing and development, offering a supportive environment where you’re encouraged to grow, learn, and bring your best self to work
• Trust: You’ll have the autonomy to take ownership of your work, with managers who believe in your abilities and are there to support you when needed
• Integrity: We do the right thing, even when it’s not the easiest option. You can rely on open, honest communication and fair decision making
• Respect: We value diverse perspectives and create a workplace where everyone is listened to, valued, and treated with dignity
• Working Together: Collaboration is at the heart of how we operate. You’ll join a team that celebrates shared success and supports one another to achieve great results​​

Together, these values create a workplace where people feel welcome, trusted, appreciated, and proud to be part of the team.

Qualifications:

• At least 1 year’s occupational experience in customer service/administrative environment 
• Knowledge of Social housing sector, desirable
• Good IT skills

Attributes & Skills:

• Being able to “multitask”
• Excellent communication skills
• Attention to detail 
• Ability to plan and meet deadlines
• Ability to work in a fast-paced environment
• Good problem-solving skills
• Confident and organised
• Ability to work on own initiative and as a member of a team