The Role

We have an exciting opportunity to join our Customer Experience team as a Customer Experience Specialist on a permanent, part time basis, working 22.5 hours per week (working days/pattern are negotiable).

In this role, you will deliver excellent resolutions service to customers who have logged a formal complaint to Eastlight and support operational teams to address and resolve issues quickly, efficiently, and consistently using our Think Customer toolkit.

The Customer Service Specialist will:

• Ensure that complaints are investigated & resolved, following a consistent and fair process, in line with the Housing Ombudsman’s Complaint Handling Code and Eastlight's policy.
• Ensure all communication received by our customers during the complaint process is customer-focused and of the highest possible standard.
• Seek to improve the customer experience by identifying recurring issues and, alongside other service areas, identify opportunities for meaningful service improvement.
• Support the use of customer feedback to shape continual service review and improvement.
• Collaborate with the wider business to research and understand ways in which customers experience Eastlight's services.

Benefits and Compensation

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

• £38,333 per annum, pro rata
• Permanent, part time, 22.5 hours per week - working days/pattern are negotiable
• 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
• A 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

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: 16 June 2026 at 23:59pm

Interview Date: To be confirmed

We reserve the right to close or withdraw this vacancy earlier than advertised should we receive a sufficient number of applications.