Customer Experience Investigation Officer
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The vacancy
Permanent, Full time
The Customer Experience Investigation Officer plays a vital role in ensuring a high standard of customer service within the Property Services and Compliance directorate. The role involves investigating service failures, resolving issues, and implementing improvements to enhance customer satisfaction. The officer will act as a champion for customer service excellence and support compliance with relevant regulations and codes, including the Housing Ombudsman code.
Key Responsibilities
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Investigate stage two complaints related to Property Services and Compliance and produce well-written outcomes.
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Collaborate with service managers to resolve issues and implement service improvements.
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Support responses to Housing Ombudsman reports and determinations.
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Work with Surveying Services and Legal teams to embed learning from housing disrepair cases.
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Champion customer service excellence across the directorate and promote continuous improvement.
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Engage with internal panels and teams to represent customer needs and feedback.
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Attend meetings and shadow colleagues to gain a holistic understanding of service delivery.
Requirements
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Minimum 3 years of experience in housing, property maintenance, or customer service.
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Strong organisational, communication, and IT skills.
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Ability to take ownership of issues and proactively resolve them.
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Excellent analytical and investigation skills.
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Effective written communication and report writing skills.
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Experience with complex complaints and knowledge of the Housing Ombudsman code.
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Understanding of housing sector regulations and maintenance best practices.
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Health and safety qualifications.
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A-Level or equivalent qualification, or substantial experience in a similar role.
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An awareness of Housing health and safety rating system (HHSRS) would be desirable.
About us
bpha is a Housing Association located in the Oxford to Cambridge arc, which is committed to providing its customers with high quality, value for money services whilst continuing to develop energy efficient, sustainable and affordable housing.
We are a leading provider and developer of affordable homes – for rent, sheltered, residential care and shared ownership.
We work together with communities – to improve opportunities, independence and quality of life for our residents, and to benefit the wider community. We bring people together, and run and support a wide range of community activities.
All the money we make is used to invest in existing homes, to enable us to build new homes, and to deliver new and improved services.
We own or manage over 19,500 homes and over 500 staff.
Our vision and values
To build communities where people can live happily in a home they can afford.
Our values underpin the work that we do and are ingrained in our culture at bpha. We are looking for people who can share these values and translate them into day-to-day practices for the benefit of our communities, customers and fellow colleagues. So that we can realise our vision, together.
We are ambitious
We are better together
We show empathy
We take responsibility
Benefits
We believe that benefits should be more than just perks. For us, they aren’t simply little extras added on at the end, they’re fundamental parts of what we stand for, from the very beginning. As standard.
That’s why at bpha, we reward our employees by making sure we give them a supportive and caring environment, that empowers them to be happy, healthy and inspired, every day.
- Holiday entitlement of 28-33 days a year, plus public holidays
- Contributory pension scheme
- Competitive pay
- Life assurance cover
- Private healthcare
- Mental Health First Aid
- Counselling service
- Eye tests
- Discounted gym membership
- Cycle to Work scheme
- Free annual flu jabs
- Wellbeing activities and events
- Free fruit and refreshments
- Long service award
- Annual staff recognition awards
- Discretionary reward scheme
- Annual volunteering day
- Social events, clubs and activities
- Breakout areas
- Onsite cafe/restaurant at headquarters
- Opportunities for professional training and qualifications
- Workshops and training sessions for new skills
- A fresh and modern eLearning platform
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