Customer Experience Coordinator

37 Hours per week

Up to £26,760 per annum

Worthing Homes is a forward-looking housing association dedicated to providing affordable, high-quality homes and services to our local communities. We’re a small but dynamic organisation, managing 4,000 homes serving over 10,000 residents across our range of properties from social housing to sheltered accommodation to shared ownership properties.

Our team is driven by our shared passion for supporting our local communities and making a positive impact on our customers’ lives. We’re at an exciting and transformative stage in our business, embracing innovative approaches and new ideas as we continue our journey toward achieving brilliant outcomes for our customers.

A new opportunity has opened up in our Customer Experience Team where you can contribute to helping shape and deliver a high-quality customer experience by being the first point of contact for our customer enquiries.

About the role

As a Customer Experience Coordinator, you will serve as the main point of contact for our customers, managing enquiries and providing essential support to ensure their concerns are addressed effectively and efficiently. Whether diagnosing repairs, handling tenancy matters, answering lettings queries, or assisting with rent accounts and arrears, you'll develop a comprehensive understanding of Worthing Homes' services and housing legislation.

Your role will involve identifying opportunities to enhance the customer experience and suggesting improvements to our existing processes and procedures. You'll also maintain accurate records of all customer interactions and issues in our database, ensuring that every detail is logged for future reference.

About You

Proven customer service experience is a must; we pride ourselves on our customer focus and so we are seeking a like-minded individual who is passionate about delivering excellent customer service and working positively to resolve issues.

Your ability to understand the needs and perceptions of our customers, handle difficult situations sensitively and professionally and negotiate appropriate outcomes will be crucial in this role. Strong problem solving abilities and attention to detail are also key.

You will work collaboratively with customers and colleagues to deal with enquiries, so you must have great interpersonal skills and be experienced in building strong working relationship to ensure we provide a joined up service to meet our customers’ needs.

Excellent communication skills are a must and so you will be a confident and adept communicator in person, over the phone, via email and social media. Additionally, you will be confident in using technology to navigate our systems and update customer records.

Why work for us?

At Worthing Homes we strive to create a supportive and inclusive work environment ensuring colleagues feel valued and respected. We foster a collaborative culture in which teamwork is highly valued and we employ brilliant people to work with our customers to help support them to live their best lives.

Work-life balance and the welfare of our colleagues is important to us. We offer a range of benefits from: private medical and healthcare plans, an employee assistance programme, a generous annual leave package of 29 days per year plus bank holidays and we operate hybrid working arrangements to provide flexibility to our colleagues.

We are committed to investing in our colleague’s development by offering a variety of opportunities for training, learning, and skills development, enabling everyone to reach their full potential and contribute to the success of Worthing Homes.

Join us on our journey to brilliance and be part of a team that makes a real difference in the community.

For more detailed information, please see the job description.

Closing date: 20th September. Interviews will be held at Davison House.