Customer Experience Officer
BBBH31765_1750415610
Posted: 20/06/2025
- Up to £20 per hour + may be negotiable depending on experience
- Kensington and Chelsea, London
- Contract
Spencer Clarke Group are seeking a Customer Experience Officer for a local authority client in West London.
In this role, you will provide customer service across Housing & Social Investment by resolving complaints, engaging residents, and driving continuous service improvement based on real feedback.
Key Duties:
- Respond to resident enquiries and complaints with empathy, professionalism, and a focus on resolution at first contact.
- Handle formal and informal complaints, MP/Councillor enquiries, and Housing Ombudsman cases while ensuring timely, high-quality responses.
- Analyse feedback and complaint trends to identify areas for improvement, support service change projects, and monitor outcomes.
- Work collaboratively with residents to ensure their voices shape service delivery and that learning from complaints leads to better outcomes.
Qualifications and Experience:
The successful candidate will have the following skills / experience:
- Proven background in delivering high-quality customer service and resolving complex enquiries or complaints.
- Ability to write clear, empathetic responses and confidently engage with a wide range of stakeholders, including residents, colleagues, and elected officials.
- Experience identifying service issues, analysing trends, and recommending practical improvements.
- Skilled in working across teams, supporting others to deliver customer-focused solutions, and contributing to service improvement initiatives.
What's on offer:
Salary: £20ph+
*may negotiate higher for exceptional candidates, based on experience*
Contract type: 3-6 months minimum, with a high likelihood of extension
Hours: Monday to Friday, 36 hours per week
How to apply:
- Once your CV is received, if you are successful, you will be contacted.
- Due to the extremely high number of applications, it may not be possible to contact every applicant. As such, if you are not contacted, please assume you have not been successful on this occasion.
- For any further questions, please contact Taylor Kirkham on 01772 954200.
INDSCG3
Taylor Kirkham
Recruitment Consultant