Customer Experience Investigation Officer

Customer Experience Investigation Officer

Bedford (Hybrid)

£36,070 per annum

Permanent, Full time

The Customer Experience Investigation Officer plays a vital role in ensuring a high standard of customer service within the Property Services and Compliance directorate. The role involves investigating service failures, resolving issues, and implementing improvements to enhance customer satisfaction. The officer will act as a champion for customer service excellence and support compliance with relevant regulations and codes, including the Housing Ombudsman code.

Key Responsibilities

• Investigate stage two complaints related to Property Services and Compliance and produce well-written outcomes.
• Collaborate with service managers to resolve issues and implement service improvements.
• Support responses to Housing Ombudsman reports and determinations.
• Work with Surveying Services and Legal teams to embed learning from housing disrepair cases.
• Champion customer service excellence across the directorate and promote continuous improvement.
• Engage with internal panels and teams to represent customer needs and feedback.
• Attend meetings and shadow colleagues to gain a holistic understanding of service delivery.

Requirements

• Minimum 3 years of experience in housing, property maintenance, or customer service.
• Strong organisational, communication, and IT skills.
• Ability to take ownership of issues and proactively resolve them.
• Excellent analytical and investigation skills.
• Effective written communication and report writing skills.
• Experience with complex complaints and knowledge of the Housing Ombudsman code.
• Understanding of housing sector regulations and maintenance best practices.
• Health and safety qualifications.
• A-Level or equivalent qualification, or substantial experience in a similar role.
• An awareness of Housing health and safety rating system (HHSRS) would be desirable.