Customer Experience Officer
We are excited to announce a new position within Ian Williams, for a Customer Experience Officer. People are at the heart of all we do, and our mission statement is "to be loved by our customers and employees" therefore we are passionate about the customer experience we provide.
Based in our Birmingham office, you will be supporting the Customer Experience Manager in ensuring all complaints are investigated, resolved efficiently and with great satisfaction. This is an opportunity to initially support the Response product, but eventually have the opportunity to support all products within Ian Williams.
Benefits include:
- Be part of our company profit share scheme (12% of your salary secured last year)
- Let us help you prepare for your future with an employer pension contribution of up to 5%
- Annual leave (inc. Public Holidays) buy up to 5 days or sell up to 3 days per year
- Annual pay reviews
- Life Insurance
- Enhanced maternity/ paternity pay
- Training and development opportunities
- Exclusive discounts from our preferred suppliers
- Access to the Lighthouse Construction Industry Charity to support your health and wellbeing, including free legal and financial advice.
Customer Experience Officer role
- Provide an excellent service to customers, key stakeholders, ensuring that all complaints are investigated and concerns are addressed, and responded to effectively and efficiently in a way that is positive and helpful for customers.
- Ensure you have the facts - Maintain a robust tracking system for all complaints, compliments, requests for service and issues
- Be pro active and collaborative while managing the complaints to ensure completion within the client or company timescales
- Be inquisitive - Investigate, gather information and send request of actions in order to fulfil complaint investigation.
- Gather feedback - Follow-up to make certain that customers are happy and fulfilled with complaints resolution
- Assist the Customer Experience Manager in supporting colleagues across the business in their understanding of complaints regulation and procedures
- Support completion of customer satisfaction surveys analysing trends and sharing best practice, to support you in identifying any trends or patterns that can be influence service improvement
- Supporting our mission statement “A company loved by its employees and customers” by sharing compliments and feedback - providing positive feedback is one of the best parts of the job!
What will you bring as a Customer Experience Officer?
- Excellent communication and customer service skills with the ability to be approachable, open, honest, and firm where appropriate
- Experience within customer service for a property services contractor or similar is preferred. However, similar backgrounds with transferrable customer service skills will be considered
- Resilient - it's not personal, you focus on the solution, not the problem!
- Strong organisational skills with the ability to prioritise and react quickly to issues as they arise, whilst seeing them through to completion and resolution
- Competent IT skills including Microsoft (Word and Outlook)
About Ian Williams Ltd
Discover more about us by reviewing our website, and also through our social media platforms, along with Indeed and Glassdoor.
The successful applicant will be required to complete a criminal records check. As an organisation assessing applicants’ suitability for positions which are included in the Rehabilitation of Offenders Act 1974 (Exceptions) Order using criminal record checks processed through the Disclosure and Barring Service (DBS), we comply fully with the code of practice and undertake to treat all applicants for positions fairly.
Ian Williams is committed to creating a diverse environment and is proud to be an equal opportunity employer. Diversity is more than a commitment at Ian Williams—it is the foundation of what we do. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, and all other characteristics that make us different.
We reserve the right to shortlist prior to the closing date.
Ian Williams Ltd will use applicants’ details for recruitment purposes only. For more information, please read our Candidate Privacy Notice located at our website.
We are delighted to have strong relationships with our preferred agencies, therefore we politely request no agencies engage with us in regards to this position.
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