May 13, 2026
Marks Consulting Partners are currently looking for a Customer Experience Specialist to work with one of our Housing Association clients in Essex.
What the Job Will Be Doing
* Managing and resolving Stage 1 complaints, ensuring fair, thorough and compliant investigations
* Supporting Stage 2 complaint handling and ensuring cases meet Housing Ombudsman Complaint Handling Code standards
* Investigating complaints, gathering evidence and producing clear, well-structured responses
* Acting as a key point of contact for residents, providing empathetic and customer-focused support
* Identifying trends, themes and root causes from complaints to drive service improvement
* Supporting the organisation with regulatory compliance, including Tenant Satisfaction Measures (TSMs) and complaint reporting
* Liaising with the Housing Ombudsman, responding to enquiries and implementing recommendations
* Monitoring complaint performance and contributing to reports for senior...
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CV-Library
Braintree, Essex
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