Customer Experience Support Officer

Our Customer Experience team is growing! You'll join a highly professional and dedicated team who deliver a customer complaints and safeguarding service, where you'll provide comprehensive administrative support across the team. This is a fast-paced role where you'll be responsible for:

• Manning the Customer Experience inbox and responding to a high volume of tenant enquiries.
• Corresponding with tenants and providing updates on complaint notifications in writing and over the phone.
• Liaising with stakeholders across the business to coordinate responses on outstanding matters.
• Coordinating tenant compensation application payments.
• Updating Excel trackers on behalf of the wider team.
In return, we offer a supportive and collaborative environment where you can gain invaluable exposure to the Housing industry, as well as actively contribute to business-critical work our brilliant Customer Experience team deliver - we strive to ensure our tenants receive the service they deserve! We have a strong track record of investing in our people too, which means we'll support you to gain the skills you need to develop your career, if you wish to.

Our ideal candidate? The role would suit a highly organised individual who prides themself on delivering a brilliant customer service and is able to interact with internal stakeholders and Midland Heart tenants alike. You'll also have the following experience/ skills:
• Experience of coordinating a range of administrative tasks, such as managing an inbox, responding to queries, letter drafting, diary management etc.
• Experience of working in a customer services or customer facing role.
• The ability to organise your own workload, manage and adapt to changing and often conflicting priorities.
• Practical IT skills, including experience of using Microsoft Packages (Word, Excel, Teams etc).
Our colleagues deliver services from the location that they are best delivered. This means that you should expect to work from Birmingham, Bath Row alongside the rest of the team 3 days per week with the remaining 2 days worked remotely.

Who are Midland Heart? We're one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.