Job Description

Salary

Salary Grade 6 32,654 - 35,235 per annum

Contractual hours

37

Basis

Full time

Region

Midlands

Package

Access to free healthcare cash plan and benefits, 26-32 days holiday package (exclusive of public bank holidays) and option to purchase additional leave. We will double you monthly pension contributions and have family friendly policies.

Job category/type

Customer Services

Date posted

25/06/2025

Job reference

REQ000516



This is an exciting time for the Customer Experience Team, we are reviewing the current operating model and are changing the way we work to make us more effective.

We are looking for an experienced Senior Customer Experience Officer to manage this team to deliver a consistent, fair, and impartial complaints investigation process for our customers and provide a point of contact for our complainants, leading, and coordinating investigations and responses. In addition to this they will support the Head of Housing with the investigations of Stage 2 Complaints and provide information for all the Ombudsman referrals.

This role will be key in driving and enhancing our customer/people centric culture, ensuring that customers are heard, understood, and receive an outstanding end to end customer journey that ensures we deliver our corporate strategy, live our values, and provide good effective customer experiences.

If you would like more information about the role, please contact Vanessa Cookson, Strategy and Engagement Manager at Vanessa.Cookson@bassetlaw.gov.uk or (01909) 533 533.

A generous employee benefit packaged including 26-32 days holiday plus bank holidays, free healthcare cash plan, flexitime and so much more.

You can read about all our employee benefits

here

.

We value the diversity of our people and actively encourage applications from all sections of the community. We maintain fair and well thought out recruitment processes at every stage to make sure that everyone is treated equally.

Please select Apply Online to upload your CV and covering letter, highlighting your relevant experience, qualifications, skills and achievements.

Candidate Information Pack



Person Specification

Closing date: 13

th

July 2025

We reserve the right to close this vacancy early when we receive sufficient and suitable applications. Therefore, please ensure that you submit your CV as soon as possible so that you can be considered for this role.

Interview date: Friday, 25

th

July 2025