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Customer Feedback & Quality Assurance Officer

LOCATION:              Bristol  
HOURS:                    37.5 – Mon – Fri
Salary:                      £28,265
Duration:                  FTC March 25                      
Are you passionate about delivering exceptional customer service and ensuring the voice of the resident is heard? Do you thrive in a dynamic, diverse, and customer-focused environment? If so, we have an exciting opportunity for you to join the Resident Experience and Insight Team as a Customer Feedback & Quality Assurance Officer.
As the Customer Feedback & Quality Assurance Officer, you will play a central role in their mission to provide an outstanding resident experience by managing and coordinating complaints, capturing feedback, and driving quality assurance to continually enhance their customer service standards.
The successful candidate will take pride in being the catalyst for positive change and improvement, driving our commitment to delivering excellence in customer service at every touchpoint.

Conducting end-to-end complaints management process
Liaising with internal teams to drive effective query resolution
Producing holistic customer experience overviews for continuous improvement Preferred Requirements:

Experience in customer service and complaint handling
Proficiency in Excel and administration
Strong communication and interpersonal skills
Ability to capture and report performance data
Demonstrated proactive approach to customer engagement and feedback analysis Preferred Qualifications:

Diploma or relevant qualification in Customer Service or related field
Previous experience working in a non-profit or social services sector
Understanding of Ombudsman guidance for complaints management (desirable)   
  
To apply for this role, please apply through the website or call Phoebe or Olly on (phone number removed)