Customer Experience Coordinator

Job Advert

Putting customers first is at the heart of everything we do at mhs homes.

As our Customer Experience Coordinator, you’ll play a vital role in being the voice of our customers — ensuring every piece of

feedback helps us improve services and deliver an outstanding customer journey. We are formalising our centralised approach to

handling complaints and are looking for someone who can confidently triage complaints, service requests, manage MP and Councillor

enquiries, and support a range of customer-feedback activities.

What you’ll be doing

*

Customer Feedback & Complaints Handling

Act as the first point of contact for complaints, ensuring they’re acknowledged,

allocated and progressed in line with our Complaints Policy. You’ll investigate and resolve low risk Stage 1 complaints,

quality check responses against mhs and Housing Ombudsman standards, and support complaint handlers with guidance and good

practice expectations.

*

Customer Engagement & Insight

Manage our MP and Councillor enquiries inbox, delivering timely, high quality responses. You’ll

follow up on survey feedback, work with service teams to resolve issues, identify trends across feedback sources, and share

positive customer stories through internal channels.

*

Customer Care & Service Delivery

Communicate with empathy and professionalism, tailoring your approach to individual customer

needs. You’ll provide excellent service across phone, email, digital and written channels, while helping customers access and

use our digital and self service options.

* Record Keeping,

Data & Management

Maintain clear, accurate and respectful records of all customer interactions, handling

personal information securely and in line with data protection requirements.

* Equality,

Diversity & Inclusion

Ensure every interaction reflects our commitment to EDI by adapting communication and support

to diverse customer needs, promoting fairness, inclusion and respect in every aspect of the role.

What you’ll bring

* Excellent verbal and written communication skills.

* Strong listening skills, empathy, and a calm approach to challenging conversations.

* Ability to problem solve and manage a high volume of work under pressure.

* Strong attention to detail and a commitment to getting things right first time.

* Proficiency with Microsoft Office and confidence learning new systems.

* Experience delivering great customer service, ideally including handling dissatisfaction.

* A positive, solutions focused mindset and alignment with our values and social purpose.

Desirable

* Experience in social housing, complaint handling and CRM systems.

What’s great about this role Make a Real Difference You’ll directly influence how customers experience our services and help shape

meaningful improvements across mhs. Support & Development You’ll receive the training, coaching and guidance needed to succeed —

with opportunities for personal and professional development. Grow Your Career This role provides valuable exposure to customer

insight, service improvement, and regulatory compliance — an excellent foundation for a career in customer experience or housing.

We offer

* A performance based annual bonus + pension contributions matched up to 6%

* 28 days holiday + bank holidays and the option to buy/sell holiday

* Training & Development and opportunities for continuing professional development including regular tool box talks

* A great team of colleagues to work with

* Regular social and charitable events and a range of wellbeing activities

* Enhanced family leave policies

* A really competitive package of flexible employee benefits including a cycle to work scheme

* Free parking and disabled parking

* Access to two holiday homes in Norfolk and Dorset

At mhs homes we value equality, diversity and inclusion. We are wholeheartedly committed to the principle of equality of

opportunity, both as an employer and as a provider of services. We positively encourage applications from suitably qualified and

eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital

status, or pregnancy and maternity.

We’re a Disability Confident employer. This means if you tell us you have a disability and meet the minimum requirements for the

job, we’ll offer you an interview. We can be flexible when assessing people so everyone has the best opportunity to demonstrate

they can do the job.

Instructions for potential applicants

Please note we're using an anonymised recruitment process for this role. This means the

shortlisting panel will only see personal details or CVs if you're shortlisted for interview. Therefore, shortlisting will be done

based on your application and supporting statement. Please complete all sections fully and refer to the role profile when telling

us about your skills and experience.

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.