The Customer Experience Team plays a key role in providing a responsive service to deal with customer enquiries at first point of contact, via our contact centre and handles interactions through multiple communication channels, such as telephone, emails, live chat and My Rosebery, our online portal. The team is also leads on the management of customer complaints and works closely with residents to support their active involvement to influence decisions made. Using surveys, the team also gain insights, into their service preference, pain points and expectations. By understanding our residents better, the Customer Experience (CX) Team supports the organisation to tailor our services to meet their specific needs.
The Team currently consists of Theo S, CX Manager, Rhiannon M, Senior CX Officer, three CX Officers, Saskia W, Julie W, Darren M and Customer Engagement Officer, Karen B. The team is committed to offering positive interactions with all our customers, by supporting and continually improving our customer service offer.
Meet Julie Woodhams:
‘I have worked at Rosebery for 4 years as a customer experience officer. My day to day job consists of answering incoming calls, responding to emails and CRMs from our residents.
What I love about my job is the fact that no day is the same, everyday is varied. I also like being able to help our residents and following things through so their problems are resolved.
My favourite thing about working with the other customer experience members is the fact that everyone has different abilities and skills. This means that no matter what the problem, there’s always someone you can go to for support.’