We listen to our residents so we can rebuild trust.
At the Royal Borough of Kensington and Chelsea, we want to create an area that our residents are proud to live in. Which is why we’re involving our communities from the start. But we need to make sure we always deliver excellent customer services. After all, we’ll only know what needs to be addressed when we listen to our residents. That way, you won’t only provide the local community with a service, you’ll work with them.
As a Customer Experience Officer, you’ll engage and collaborate with people throughout the Council to provide excellent customer services that drive forward service improvements and deliver a responsive complaints service. You’ll also play an important role in improvement projects, delivering actions and feeding back on progress. And you’ll challenge and correct areas of poor service. The role will see you deal with a variety of people, from residents, Councillors, MPs and the Housing Ombudsman. Due to the nature of the role, you’ll need to maintain a high level of confidentiality and discretion, dealing with information requests with tact and understanding.
Not everyone can deal with negative feedback. So you’ll be motivated and empathetic, turning customer complaints into plans that continuously improve our services. In fact, you’ll know how to transform negative comments into constructive feedback. Able to adapt to any upcoming changes, but firm enough to set improvements, you’ll ensure that you can deliver real, effective results.
To find out more about the role and to apply please click on the link below.