Customer Excellence Support Officer

Customer Excellence Support Officer

Location: Belfast
Salary: £16.37 per hour
Duration: Temporary ongoing
Hours: Monday to Friday / 9am - 5pm

About the Role

We're looking for a Customer Excellence Support Officer to join our client, a large public sector organisation. In this vital support role, you'll contribute to the delivery of customer-focused initiatives, ensure effective communication, and support operational excellence within the Customer Excellence Unit.

Key Responsibilities

• Support office and business management, including communications, meetings, training coordination, and document preparation.
• Coordinate responses to Freedom of Information and Subject Access Requests in collaboration with various organisation divisions.
• Manage the Central Complaints mailbox and ensure timely responses.
• Assist with records management, GDPR compliance, and internal communication responses.
• Liaise with customer service teams to improve service interfaces (telephony, walk-ins, etc.).
• Represent the Central Unit at meetings, forums, and external engagements as required.
• Support complaints management, including investigations, reporting, and quality assurance.
• Analyse and report data to improve service delivery and customer insight.

Essential Criteria

Applicants must meet one of the following:

1. A degree-level qualification with 1 year of relevant experience
   OR
2. Equivalent professional development/experiential learning with 2 years of relevant experience

Relevant experience must include:

• Strong communication and negotiation skills (written and verbal)
• Collaborative work with internal and external stakeholders

Additional requirements:

• Full driving licence or access to transport to fulfil the role

Desirable Criteria

• Experience with data analysis and service improvement.
• Knowledge of housing management functions.
• Recognised professional housing qualification.

How to Apply

If you meet the essential criteria and are available for this role, we'd love to hear from you. Submit your CV via the link provided or contact:
Ray McPhillips
[email protected]
028 9024 2824

Please note: To be shortlisted for this role, all applicants must meet the essential criteria. These roles may be filled quickly; however, your CV will be kept on file for future similar opportunities. Due to the high volume of applications, we may not be able to contact unsuccessful candidates.