Customer Experience Advisor

Job Title: Customer Experience Advisor Department: Customer Experience Hub Location: Bradford Salary: £24,000 per year (rising to £25,000 after probation) About the Role: We’re looking for a friendly and proactive Customer Experience Advisor to join our team! Based in our Customer Experience Hub, you’ll be the go-to person for providing reassurance, support, and practical help to both our customers and colleagues. A big part of the job is handling and resolving complaints to make sure our tenants and stakeholders always receive top-notch service. You’ll build positive relationships, listen carefully to concerns, and work hard to find the best solutions. This is a role where you’ll collaborate with different teams, help improve how we do things, and stay on top of the latest regulations to make sure we’re doing everything right. What You’ll Be Doing: Taking ownership of complaints from start to finish—investigating, resolving, and keeping customers in the loop. Communicating clearly and compassionately, managing expectations, and providing regular updates. Making sure agreed actions from complaint closures are followed through, acting as the main contact for customers. Acting as a bridge between customers and different teams to make sure issues are resolved fairly and quickly. Keeping detailed records of complaints and solutions, contributing to trends and ideas to improve our service. Staying up-to-date with regulations, company policies, and best practices. Skills and Knowledge: A good understanding of relevant regulations, company policies, and handling complaints effectively. Strong communication skills—both written and verbal. Great at listening, problem-solving, and staying organized. Confident using office apps and IT systems. Experience and Qualifications: Experience in a customer-facing role, ideally in housing or property management. Proven track record of handling complaints and resolving conflicts. GCSEs (or equivalent) at grade C or above in Maths and English. If you’re someone who loves helping people, finding solutions, and working as part of a supportive team, this could be the perfect role for you! Anchor – a great place to work Anchor is England’s largest not-for-profit provider of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life. We’re not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live, and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development, and improved facilities. A rewarding environment From health and happiness to finance and your career, we’ll give you all the support you need. Health & Happiness: Gym, fitness, and wellbeing discounts Mental health support Flexible working options Access to online GP appointments Finance: Pension plan – contribute between 4% and 8% and we’ll match it or better Quick and easy pension transfer service Savings and financial advice, loans, free life assurance Discounts on shopping, holidays, phones, technology, and more Ongoing personal and professional development programme Leadership Pathways online learning resources Career progression and promotion opportunities Anchor is proud to be an equal opportunity employer. We aim to celebrate diversity and inclusion in all that we do, as we know that the more diverse our colleagues are, the better care and support we can give to our residents and each other. We are a Gold Standard Inclusive Employer, a Stonewall Diversity Champion, Menopause Friendly and a signatory to the Care Leaver Covenant, HouseProud Pledge, and Age Friendly Employer Pledge schemes.

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