Job Purpose:
The Customer Experience Executive is responsible for supporting the delivery of a consistent, high-quality customer journey across the Cornwall division. The role will work closely with operational delivery teams,
site staff, clients, and residents to ensure customer engagement, communication, and satisfaction remain
central throughout all programmes of work.
The postholder will provide support and guidance to customers and residents, including vulnerable
individuals, through all stages of delivery. This includes resident profiling, customer engagement activities,
pre-work meetings, mid-work reviews, post-work auditing, and resolving customer concerns.
The role will also support the coordination and delivery of Corporate Social Responsibility (CSR) and Social
Value initiatives across the division, ensuring contractual commitments and community engagement
objectives are achieved.
Key Responsibilities:
- Maintain positive customer engagement by assessing, improving, and implementing
contact protocols and profiling processes
- Deliver a high-quality service to both the client and customers, ensuring respect for all
individuals and meeting challenges
- Revise and implement systems and procedures to enhance engagement and customer
experience in collaboration with management teams
- Provide educational opportunities and experiential growth for administrative and trade staff,
focusing on a customer-centric approach
- Resolve customer objections, complaints, and site-based queries, whilst managing resident
perceptions
- Visit customers in their homes to reassure and provide ongoing support.
- Co-ordinate CSR activities and social value programmes
- Collaborate with client RLOs and housing teams to manage safeguarding, tailored
interventions, and non-access issues
- Help build a customer-centric focus across CCS.
- Support operational teams to ensure productivity, service levels and customer expectations
are consistently met
Skills/Qualifications:
- Proven experience in customer service and site-based engagement, including managing customer engagement programmes and conducting 360 reviews
- Experience with resident profiling and safeguarding
- Strong communication and problem-solving skills
• Experience working collaboratively with operational teams, clients, housing providers, and external stakeholders to achieve service outcomes • Strong organisational skills with the ability to manage multiple priorities and maintain accurate records.
- Ability to deliver coaching, guidance, or training to administrative and operational staff to promote a customer-focused culture
- Demonstrated ability to support operational performance by improving productivity, service standards, and customer expectations
- Experience working in fast-paced environments with the ability to adapt to changing priorities and operational challenges Personal
Attributes:
- You pride yourself on truth and share knowledge for the greater good.
- You are committed to improvement and are an active team participant.
- You accept responsibility for your role and promote ownership in others.
- You have a desire to be successful and achieve goals, whether small or large.
- You are flexible to meet business needs and actively work towards expanding your knowledge and skills
