Job Description

PLEASE APPLY THROUGH RIVER CLYDE HOMES WEBSITE

Customer Experience Officer (Temporary)

Contract:

Temporary for up to 6 months

Salary:

30,455

Hours:

35 per week

Closing Date:

Monday 1st December 2025

Benefits:

Excellent benefits including 38 days annual leave (pro rata), an employee health and wellbeing plan, and access to the Scottish Housing Associations Pension Scheme.

We are looking for an enthusiastic and customer-focused

Customer Experience Officer

to join our high-performing team on a temporary basis.

As a

Customer Experience Officer

, you will be the first point of contact for customer enquiries received across multiple channels including telephone, email, webchat, social media, and our online portal. You will play a key role in delivering a consistently high standard of service, ensuring enquiries are managed effectively, empathetically, and wherever possible resolved at first point of contact.

You will demonstrate a patient, friendly, and solutions-focused approach, contributing to our strong track record of customer satisfaction and helping to uphold the safety and wellbeing of our customers and communities.

Key Responsibilities

Respond promptly and professionally to all customer enquiries across multiple channels. Aim to resolve issues at first point of contact, escalating only where necessary. Promote and support customers in accessing digital services and self-service tools. Handle a wide range of duties including contact centre tasks, reception, written correspondence, complaint management, and CCTV monitoring. Ensure compliance with GDPR and data protection principles. Treat vulnerable customers sensitively and align them to appropriate support services. Maintain accurate records and housing register information. Assist with marketing and promotion of empty homes and provide housing options advice. Work collaboratively with internal teams and external partners to ensure a seamless customer experience.

What We're Looking For

Minimum of two years' experience in housing or customer service environment. Ability to work proactively with minimal supervision and adapt to changing priorities. Strong communication skills, both written and verbal, with experience in call handling. Ability to manage challenging conversations and work under pressure. Competence in using multiple systems and maintaining accurate records.

To view the full role profile, please download a copy of the Customer Experience Officer role profile below.

To apply, please apply on the River Clyde Homes website by the closing date on Monday 1st December at 12pm

Job Types: Full-time, Fixed term contract
Contract length: 9 months

Pay: 30,455.00 per year

Benefits:

Company pension Health & wellbeing programme
Work Location: In person