Support our Customers: Customer Experience Officer at Kingdom Group
At Kingdom Group, we’re growing thoughtfully to meet the needs of our customers and communities while ensuring we remain a trusted, accountable organisation. The work we do has never been more important, and supporting our customers is at the heart of delivering our vision of Great Homes, Services, People, and Communities.
We’re looking for a Customer Experience Officer to play a key role in delivering customer engagement activities promoting customer voice and impact across services.
This is an opportunity to shape how we work, ensuring that we’re committed to delivering as One Kingdom to provide the highest standard of service to all of our customers.

ABOUT YOU

We’re looking for someone who:

• A relevant qualification at SVQ3 (or equivalent) in a relevant subject
• Experience of working in a customer facing office environment, dealing with varying customer demands and managing and resolving complex complaints.
• The ability to confidently engage with internal and external stakeholders

As Customer Experience Officer, you’ll:

• Work as part of the Customer Experience Team to provide an outstanding, reliable and continually improving service that exceeds customer expectations.
• Develop and deliver customer engagement strategies and initiatives, including relevant KPIs, and increase customer engagement opportunities throughout the Kingdom Group.
• Monitor compliments and highlight positive behaviours to the wider Neighbourhood team

THE ROLE

As Customer Experience Officer, you’ll:

• Work as part of the Customer Experience Team to provide an outstanding, reliable and continually improving service that exceeds customer expectations.
• Develop and deliver customer engagement strategies and initiatives, including relevant KPIs, and increase customer engagement opportunities throughout the Kingdom Group.
• Monitor compliments and highlight positive behaviours to the wider Neighbourhood team.

You will act as the first point of contact for escalated customer issues, ensuring difficult conversations are handled with empathy and professionalism, whilst striving to exceed customer expectation and increase customer satisfaction rates.

KINGDOM IS COMMITTED TO CONTRIBUTING TOWARDS THE ERADICATION OF HOMELESSNESS. AS PART OF THAT, WE PARTICULARLY WELCOME APPLICATIONS FROM PEOPLE WHO ARE CURRENTLY REGISTERED HOMELESS OR HAVE BEEN IN THE LAST 12 MONTHS. WE WILL GUARANTEE SHORTLISTING TO ANY APPLICANT WHO MEETS THAT CRITERIA AND THE ESSENTIAL CRITERIA FOR THE VACANCY. IF WE OFFER YOU THE ROLE AND YOU ARE HOMELESS AT THAT POINT, WE WILL ALSO OFFER YOU A TENANCY IN ONE OF OUR PROPERTIES AS PART OF THE NAUMANN INITIATIVE. IF YOU WISH YOUR APPLICATION TO BE CONSIDERED UNDER THE SCHEME, PLEASE STATE THIS UNDER “SUPPORTING INFORMATION” ON YOUR APPLICATION FORM.

Scottish Charity No: SC000874
Job Type: Full-time
Pay: £35,993.00-£39,908.00 per year

Benefits:

• Company pension

Schedule:

• Monday to Friday

Work Location: In person
Reference ID: REQ000632
Expected start date: 01/04/202