Customer Experience Officers

Housing co; Glenrothes; On-site; GBP 26,000 - 32,000; Full time

Job summary

A community-oriented housing organization in Glenrothes seeks a Customer Experience Officer to enhance customer engagement activities. This role involves supporting tenants, promoting participation, and managing feedback to improve service delivery. Candidates should have relevant qualifications and experience in customer-facing roles. The organization fosters a supportive work environment with a commitment to professional development and community impact.

Benefits

Professional development opportunities

Supportive workplace environment

Work-life balance initiatives

Qualifications

• Relevant qualification at SVQ3 (or equivalent) in a relevant subject.
• Experience in engagement or community development.
• Experience in a customer-facing environment.

Responsibilities

• Deliver engagement opportunities reflecting diverse community voices.
• Encourage tenant participation and support community groups.
• Facilitate communication to ensure tenant views are heard.

Skills

Engagement skills

Conflict management

Customer service experience

Stakeholder engagement

Education

Qualification at SVQ3 or equivalent

Job description

Ensure Our Customers Voice is Heard and Supported through Engagement and Participation Opportunities: 2x Customer Experience Officers at Kingdom Group (1x 36 Hours Permanent & 1x 12 Months Maternity Cover)

At Kingdom Group, we’re growing thoughtfully to meet the needs of our customers and communities while ensuring we remain a trusted, accountable organisation. The work we do has never been more important, and supporting our customers is at the heart of delivering our vision of Great Homes, Services, People, and Communities.

We’re looking for a Customer Experience Officer to play a key role in delivering customer engagement activities promoting customer voice and impact across services.

This is an opportunity to shape how we work, ensuring that we’re committed to delivering as One Kingdom to provide the highest standard of service to all of our customers.

The Role

As Customer Experience Officer, you’ll:

• Work as part of the Customer Experience Team to ensure our customers are at the heart of our business.
• Deliver engagement opportunities that reflect the diverse voices of our communities.
• Encourage and support customers to engage in tenant participation, lead community and tenant groups, and collaborate with internal and external stakeholders to strengthen local involvement.
• Facilitate effective communication to ensure tenants’ views and priorities are heard
• Confidence and ability to manage conflict situations both face to face and in writing
• You will strive to exceed customer expectations and increase customer satisfaction rates while ensuring difficult conversations are handled with empathy and professionalism.

Why Join Kingdom Group?

At Kingdom Group, every role is about making a difference. Every role directly contributes to improving lives, supporting communities, and delivering positive outcomes for those rely on us.

Working here means joining a supportive, innovative organisation where your work truly matters. We’re proud to hold Investors in People Gold and Investors in Young People Platinum accreditations, reflecting our focus on professional development, employee wellbeing, and creating a workplace where everyone thrives.

What We Offer

Kingdom Group is a forward-thinking organisation recognised with Investors in People Gold and Investors in Young People Platinum accreditations. We are committed to creating a diverse and inclusive workplace where everyone can thrive. You will find a supportive workplace that prioritises work-life balance, flexibility, and employee wellbeing and offers professional development opportunities in a collaborative, innovative environment.

About You

We’re looking for someone who:

• A relevant qualification at SVQ3 (or equivalent) in a relevant subject
• Experience in engagement, community development or housing
• Experience of working in a customer facing environment, dealing with varying customer demands
• Knowledge of dealing with and responding to complex complaints
• Ability to coordinate tenant panels and forums, supporting decision making and service improvements
• The ability to confidently engage with internal and external stakeholders

This is your opportunity to use your expertise to make a real impact—ensuring Kingdom Group grows responsibly and continues to deliver meaningful change.

Closing Date

Monday 19th January 2026

Interview Date

Friday 30th January 2026 - this will be an assessment centre style interview from 13.00pm to 16.00pm however you may leave earlier if you have completed the elements required.

Anticipated Start Date

March 2026

Additional Information

To discuss any of the roles or require reasonable adjustments as part of this process please contact us on 01592 632577 or [e-mail]

Kingdom is committed to contributing towards the eradication of homelessness.

As part of that, we particularly welcome applications from people who are currently registered homeless or have been in the last 12 months. We will guarantee shortlisting to any applicant who meets that criteria and the essential criteria for the vacancy. If we offer you the role and you are homeless at that point, we will also offer you a tenancy in one of our properties as part of the Naumann Initiative. If you wish your application to be considered under the scheme, please state this under “Supporting information” on your application form.