Customer Experience Officer

Agencies

Eastlight’s current agency PSL is at capacity, so we will not be able to consider candidate applications introduced by agencies outside of our selected suppliers.

Who We Are

Eastlight Community Homes is proud to be the largest community gateway social housing provider in the country. Together with our residents and communities, we create safe, affordable homes and neighbourhoods that people are proud to live in.

The Role

We have an exciting full-time, permanent opportunity to join our Customer Experience team as a Customer Experience Officer!

This role is vital to ensuring Eastlight delivers the best experience for our customers. The successful candidate will lead on managing the Customer Experience Team and CEO mailboxes, ensuring prompt, professional responses to customer enquiries, while also handling the logging and coordination of incoming formal complaints. Ensuring compliance with the Housing Ombudsman’s Complaint Handling Code and supporting continuous service improvement across the business are also integral to this role.

The Customer Experience Officer will:

• Manage the CET and CEO mailboxes, responding to customer enquiries and complaints in a timely, customer-focused manner.
• Log, triage, and acknowledge complaints and MP enquiries in line with Eastlight policy and regulatory requirements.
• Coordinate complaint handling, ensuring fair investigation, clear communication, and timely resolution.
• Support Housing Ombudsman cases, including preparing evidence and managing portal communications.
• Maintain accurate complaint records using Feedback Manager and DMS systems.
• Process compensation tasks and support related budget tracking.
• Work with colleagues to ensure actions from complaints are completed and closed.
• Identify recurring issues and contribute to service improvements.
• Support the CET Manager with ad hoc tasks as needed.

Benefits and Compensation

To demonstrate our commitment to you, we have developed a sector-leading total rewards package:

• £29,492 per annum
• Permanent contract, Full-time
• Group stakeholder pension plan (Eastlight will double, up to 5% of the employee’s contribution - Employee 5% + Eastlight 10% = Total 15%)
•  30 days annual leave plus bank holidays
• Annual wellbeing grant of £200 per annum – Subject to eligibility
• Trailblazing family leave (Maternity, Paternity and Adoption – 12 weeks full pay/6 weeks half pay) – Subject to eligibility
• BHSF healthcare cash plan, life assurance
• Formal qualifications and paid professional membership

Next Steps

At Eastlight we support, develop, and invest in our people, together creating a culture where people love to work. There has never been a better time to join us! Click the link below to submit your CV and personal statement.

Eastlight Community Homes is a disability confident leader and equal opportunities employer. We are committed to promoting an inclusive and diverse culture, which is why we encourage applications from everyone. If you require any support with the application process, please contact recruitment@eastlighthomes.co.uk

Eastlight Community Homes are unable to provide Visa Sponsorship.

Any internal applications from employees whose roles are formally at risk will be given priority consideration for this position in accordance with our redeployment process.

Important Dates

Closing Date: 3 September 2025 at 23:59 

Interview Date: Interviews are expected to be held on 9 September 2025 via Microsoft Teams