Customer Experience Specialist

Customer Experience Coordinator

About the Organisation

Our client is a growing UK regeneration and property services organisation delivering construction, maintenance, refurbishment and decarbonisation programmes in partnership with housing providers, local authorities and communities.

They are looking for a Customer Experience Coordinator in Staffordshire to play a key role in delivering a positive, professional and supportive experience for residents throughout improvement works to their homes.

As part of the Customer Experience team, you will be responsible for liaising with customers to arrange appointments for site teams, technical colleagues and other frontline teams, while ensuring customers are kept fully informed throughout the process.

The successful candidate will have excellent communication skills, a proactive and positive attitude, and the ability to manage multiple priorities in a fast-paced environment. You will be comfortable working to tight deadlines, resolving issues and building strong relationships with customers and colleagues.

The role will act as a key point of contact for residents throughout their journey, helping to build trusted relationships, coordinate communications, resolve concerns and ensure customers remain informed, consulted and supported throughout the delivery of improvement works.

Working closely with operational teams, site managers, clients and residents, you will help drive customer satisfaction, support service improvements and contribute to the successful delivery of regeneration and planned investment programmes.

The Role

The Customer Experience Coordinator will be responsible for ensuring that customers receive a consistently high standard of service throughout the delivery of works to their homes.

Key Responsibilities

• Customer Relationship Management
• Act as the primary point of contact for customers throughout the lifecycle of improvement works.
• Build positive and trusted relationships with residents, ensuring customers feel listened to, informed and supported.
• Maintain regular communication with customers regarding appointments, programme updates, changes and completion of works.
• Conduct customer visits where required to monitor satisfaction and address concerns proactively.
• Ensure vulnerable customers receive appropriate support and consideration throughout the delivery process.
• Customer Journey Coordination
• Coordinate customer activities from initial introduction through to completion.
• Liaise with operational teams to ensure appointments are arranged efficiently and access requirements are met.
• Monitor customer interactions to ensure a consistent, high-quality service experience.
• Support the management of customer expectations by providing clear information regarding works, timescales and potential disruption.
• Ensure customers are kept informed of changes and developments throughout the programme.

Complaints & Resolution

• Support the investigation of customer concerns and complaints promptly and professionally.
• Work collaboratively with operational teams to resolve issues at the earliest opportunity.
• Ensure complaints are accurately logged, monitored and responded to within agreed timescales.
• Identify recurring issues and support the implementation of preventative actions and service improvements.

Customer Insight & Performance

• Collect and analyse customer feedback through satisfaction surveys, complaints and other feedback channels.
• Support the production of customer experience reports and performance information.
• Contribute to initiatives designed to improve customer satisfaction, service delivery and overall customer outcomes.
• Use customer feedback and insight to identify opportunities for improvement.
• Stakeholder Engagement
• Build effective working relationships with site teams, operational managers, clients and community stakeholders.
• Act as an advocate for the customer, ensuring their needs are represented within operational planning and decision-making.
• Support community engagement activities and social value initiatives where required.
• Continuous Improvement
• Promote a customer-first culture across projects and activities.
• Support the development and implementation of…