3266 Customer Experience Coordinator - MHS Homes

Customer Experience Coordinator

MHS Homes

Are you passionate about creating exceptional customer experiences? Do you thrive on turning customer feedback into actionable insights that drive service improvement? If so, we have an exciting opportunity for you!

At mhs, our customers are at the heart of everything we do. As a landlord committed to delivering top-notch services, we are constantly listening to our customers through surveys, compliments, member enquiries, and complaints. That’s where you come in!

We’re looking for a dedicated Customer Experience Co-ordinator to be the voice of our customers and help us shape our services to better meet their needs.

What you'll be doing:

• Acting as an ambassador for mhs, upholding high standards of integrity, fairness, respect, and empathy when interacting with customers, colleagues, and stakeholders.
• Championing a positive complaints culture, ensuring that customer feedback is heard, understood, and acted upon to continuously improve our services.
• Coordinating the complaint-handling process, from acknowledgment to resolution, ensuring timely and high-quality responses that comply with our Complaints Policy and the Housing Ombudsman’s Complaint Handling Code.
• Identifying and analysing trends in customer feedback, collaborating with the Business Improvement Team to raise themes and feedback points that lead to meaningful service changes.
• Supporting customers through various communication channels—digital, email, phone, face-to-face, and post—ensuring a seamless and empathetic experience tailored to their needs.
• Maintaining accurate and concise records of all customer interactions, ensuring compliance with data protection policies and confidentiality standards.

What we're looking for:

• Strong communication and problem-solving skills with a focus on engaging effectively with customers, colleagues, and stakeholders.
• Experience in delivering exceptional customer service and handling customer dissatisfaction.
• Proficiency in Microsoft Office applications and confidence using digital channels for customer interactions.
• Resilience and adaptability, able to manage a high volume of customer contacts under pressure.
• Experience in social housing or a similar sector. Knowledge of complaint management and familiarity with CRM systems.
• Strong Excel skills.

What's in it for you?

• Be a part of a dynamic Customer Experience Team committed to continuous improvement and collaboration.
• Opportunity for professional growth, with access to training and qualifications.
• A positive, inclusive, and supportive work environment where your voice matters and learning is encouraged.

We offer:

• A performance based annual bonus + pension contributions matched up to 6% 28 days holiday + bank holidays and the option to buy/sell holiday
• Training & Development and opportunities for continuing professional development
• A great team of colleagues to work with Regular charitable events and a range of wellbeing activities
• Enhanced family leave policies
• A really competitive package of flexible employee benefits including a cycle to work scheme
• Free parking
• Access to two holiday homes (in Dorset and Norfolk)
• Find out what it’s like to be part of #teammhs in our recruitment video

We’re a Disability Confident employer. This means if you tell us you have a disability and meet the minimum requirements for the job, we’ll offer you an interview. We can be flexible when assessing people so everyone has the best opportunity to demonstrate they can do the job. At mhs homes we value equality, diversity and inclusion.

We are wholeheartedly committed to the principle of equality of opportunity, both as an employer and as a provider of services. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. For more details read the role profile attached. If you have the essential requirements we look forward to hearing from you. You can apply through our website.

Any arrangements for interviews will be made in the light of guidance about coronavirus.

Instructions for potential applicants:

Please note we're using an anonymised recruitment process for this role. This means the shortlisting panel will only see personal details or CVs if you're shortlisted for interview. Therefore, shortlisting will be done based on your application and supporting statement. Please complete all sections fully and refer to the role profile when telling us about your skills and experience

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