Customer Experience Officer

Generous Holiday Entitlement

Paid Volunteering Days

Discount Scheme from 1000’s Retailers

Salary £32,008 - £36,598

Location Greenock

This is a Permanent, Part Time vacancy that will close in 13 days at 12:00 BST.

• 24 hours per week (Mon-Fri 9.30-2.30)
• Permanent
• Excellent benefits including 38 days of annual leave, an employee health and wellbeing plan and access to the Scottish Housing Associations Pension Scheme.
• Closing Date: 18th September 2026 at 12pm

We are looking for an enthusiastic and customer-focused Customer Experience Officer to join our high-performing team.

As a Customer Experience Officer, you will be the first point of contact for our customer enquiries received across a variety of platforms including telephone, email, webchat, social media, and online portal. You will play a key role in delivering a consistently high standard of service, ensuring that all enquiries are managed effectively, empathetically, and wherever possible, resolved at first point of contact.

You will be expected to demonstrated a patient, friendly, and solutions-focused approach, contributing to the team's strong track record of customer satisfaction and helping to uphold the safety and wellbeing of our customers and communities.

• Respond promptly and professionally to all customer enquiries across multiple channels.
• Aim to resolve issues at first point of contact, escalating only where necessary.
• Support the lettings and allocations process, including guidance on housing applications and bidding.
• Promote and support customers in accessing digital services and self-service tools.
• Gather feedback and contribute to service improvement initiatives.
• Work collaboratively with internal teams and external partners to ensure a seamless customer experience.

RCH Group consists of River Clyde Homes (RCH) and its subsidiary, Home Fix Scotland Ltd (HFS).

River Clyde Homes is an affordable housing provider that owns and manages over 6,100 homes and provides factoring services to a further 2,200 customers in the Inverclyde area. RCH is the parent company and is supported by its subsidiary company, Home Fix Scotland, who provide a repairs and maintenance specialised service to RCH customers. RCH Group currently employs 295 members of staff, including 59 specialist trade operatives.

RCH Group’s vision is 'Improve Lives and Places' and our purpose and values underpin everything we do. We pride ourselves in investing in our employees and the wider community.

For more organisation specific benefits please see our documents section.