Specialist Advisor Customer Experience

Executive Mandate Specification

Title: Specialist Advisor (Customer Experience)

Grade: Band D

Salary: £26,348 to £27,844 a year

Hours: 37 hours a week

Contract: Permanent

Service Delivery at Lewes & Eastbourne Councils is about making every interaction with residents and customers the very best experience it can be.

As part of this commitment, we created the Customer Experience Team within Homes First (our joint Housing Services) to provide an efficient, professional, friendly and responsive service to a range of internal and external customers.

We are now looking for a proactive and customer focussed Specialist Advisor (Customer Experience) to join this ambitious and high performing team.

In this role, you’ll take ownership and responsibility for delivering outstanding customer service by responding to and resolving a range of customer complaints and enquiries.

You’ll use the information we gain from these interactions to ensure that we continually learn, and you’ll work with colleagues to identify, develop and implement service and performance improvements.

To succeed in this role, you’ll need to use your excellent communication skills to provide the very best customer experience and achieve successful outcomes for both the customers and Homes First.

Whilst working knowledge of relevant statutory and regulatory requirements within housing and homelessness would be advantageous, your ability to contribute to maintaining and enhancing our reputation and relationships with a range of customers, stakeholders and partners will be key.

In return, you’ll be valued, trusted and empowered to put our customers at the heart of what we do and we’ll provide a creative environment where you will flourish and feel comfortable expressing your ideas and confident of receiving support to develop those ideas into tangible service improvements.

For an informal discussion about this role, please contact Monita Le Roux on 01273 085412 or email Monita.leroux@lewes-eastbourne.gov.uk.

Closing date: 12 noon 07 April 2023

Job Types: Full-time, Permanent

Salary: £26,348.00-£27,844.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Flexitime
• Wellness programme
• Work from home

Schedule:

• Flexitime
• Monday to Friday

Ability to commute/relocate:

• Eastbourne, BN21: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Work Location: Hybrid remote in Eastbourne, BN21

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship