Senior Customer Experience Officer - Person Specification

Job title: Senior Customer Experience Officer

Grade: Grade 6

Key requirements:

Priority 1 – Could not do the job without this

Priority 2 – Could not do the job without this, but provided have Priority 1 criteria, this could be developed in the job over an acceptable period

Priority 3 – Would enhance performance in the job, but is not essential

Qualifications  

1. Level 4 Qualification in Housing – Priority 2
2. Level 4 Qualification in Customer Services – Priority 1

Knowledge

1. Demonstrate an understanding of obligations for social housing providers e.g. Consumer Standards, Housing Health Safety Rating System (HHSRA), Awaab’s Law, Legal Disrepair and Homes Fitness for Human Habitation Act and Tenant Satisfaction Measures – Priority 1
2. Able to use and interrogate housing and repairs management systems, CRM and other IT systems to inform and fully document complaint investigations – Priority 2
3. Able to use a range of IT system to produce and create documents, such as SharePoint, Excel and PowerPoint for internal and external use – Priority 1

Experience

1. Background in customer services or experience gained in customer service environment – Priority 1
2. Background in working with a range of customers and understanding of the needs of social housing customers – Priority 1
3. Have significant experience of complaint handling in social housing, including investigating and responding to complex cases – Priority 1

Skills

1. Have excellent interpersonal, communication and written skills, including the ability to lead and manage teams – Priority 1
2. High level of literacy and numeracy – Priority 1
3. Be able to work in a very fast paced environment, managing competing priorities and deadlines – Priority 1

 

 

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Last Updated on Wednesday, April 9, 2025