We are looking for an experienced and customer-focused colleague to join our Customer Experience Team as a Customer Experience Coordinator on a secondment basis until 31 March 2027.

As our Customer Experience Coordinator, you’ll play a vital role in being the voice of our customers — ensuring every piece of feedback helps us improve services and deliver an outstanding customer journey. We are formalising our centralised approach to handling complaints and are looking for someone who can confidently triage complaints, service requests, manage MP and Councillor enquiries, and support a range of customer-feedback activities.

What you’ll be doing

• Customer Feedback & Complaints Handling: Act as the first point of contact for complaints, ensuring they’re acknowledged, allocated and progressed in line with our Complaints Policy. You’ll investigate and resolve low risk Stage 1 complaints, quality check responses against mhs and Housing Ombudsman standards, and support complaint handlers with guidance and good practice expectations.
• Customer Engagement & Insight: Manage our MP and Councillor enquiries inbox, delivering timely, high quality responses. You’ll follow up on survey feedback, work with service teams to resolve issues, identify trends across feedback sources, and share positive customer stories through internal channels.
• Customer Care & Service Delivery: Communicate with empathy and professionalism, tailoring your approach to individual customer needs. You’ll provide excellent service across phone, email, digital and written channels, while helping customers access and use our digital and self service options.
• Record Keeping, Data & Management: Maintain clear, accurate and respectful records of all customer interactions, handling personal information securely and in line with data protection requirements.
• Equality, Diversity & Inclusion: Ensure every interaction reflects our commitment to EDI by adapting communication and support to diverse customer needs, promoting fairness, inclusion and respect in every aspect of the role.

What you’ll bring

• Excellent verbal and written communication skills.
• Strong listening skills, empathy, and a calm approach to challenging conversations.
• Ability to problem solve and manage a high volume of work under pressure.
• Strong attention to detail and a commitment to getting things right first time.
• Proficiency with Microsoft Office and confidence learning new systems.
• Experience delivering great customer service, ideally including handling dissatisfaction.
• A positive, solutions focused mindset and alignment with our values and social purpose.

Make a Real Difference
You’ll directly influence how customers experience our services and help shape meaningful improvements across mhs. Support & Development You’ll receive the training, coaching and guidance needed to succeed — with opportunities for personal and professional development. Grow Your Career This role provides valuable exposure to customer insight, service improvement, and regulatory compliance — an excellent foundation for a career in customer experience or housing.

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