Customer Journey Coordinator

Location: castle Donington, DE74 2SA

Salary: £33,064

HELPING CUSTOMERS FEEL HEARD, SUPPORTED AND CONFIDENT

At Futures, we want every customer to feel listened to, supported and confident about what happens next. When things are complex or unresolved, customers need someone who can take ownership, bring the right people together and help keep things moving.

We’re looking for three Customer Journey Coordinators to champion the customer voice through some of our more challenging service journeys. If you care about building trust, finding practical solutions and creating better experiences for people, we’d love to hear from you.

This is a brilliant opportunity for someone who enjoys coordinating activity across teams, solving problems and making sure customers are kept informed and supported from escalation through to resolution.

You’ll be a dedicated point of contact for customers whose cases need a more proactive and coordinated approach. You’ll manage your caseload carefully, work with colleagues and partners, track progress and make sure each journey continues to move forward.

Working closely with teams across the organisation, you’ll use clear communication, curiosity and coaching-style conversations to understand root causes, unblock issues and support others to take action.

You’ll bring knowledge, skills and understanding from working with customers, managing complex or escalated cases and handling sensitive conversations with empathy and confidence. You’ll also be comfortable using CRM or case management systems, keeping accurate records and recognising when customers may need extra support, referrals or reasonable adjustments.

A few key things you’ll be doing:

Be the main point of contact for complex or unresolved customer cases, supporting them from escalation through to resolution.
Work with internal teams, partners and stakeholders to create a joined-up experience for customers.
Prioritise your caseload and keep customer journeys progressing within agreed timescales.
Keep customers updated with clear, honest and timely communication.
Record and track cases accurately, making sure actions, updates and decisions are easy to follow.
Share learning from customer journeys to help improve how we work in the future.

Sounds like me, so what are you offering?

If you’re successful, you’ll be joining a supportive organisation with a great culture and a real commitment to doing things well. We offer competitive benefits, opportunities to grow and develop, and the chance to help build smarter systems that support brilliant customer and colleague experiences.

We have a 37 hour working week, paid monthly. You’ll also get 25 days holiday plus bank holidays and concessionary days at Christmas, along with mileage, private healthcare options, discount schemes and a strong focus on health and wellbeing.

We’ve been awarded the coveted Investor in People Platinum award, the highest level of IiP accreditation, recognising organisations that are passionate about helping colleagues feel supported, valued and able to do their best.

To start your Futures journey, take a look at the role profile. Please note, we may contact candidates or close the vacancy prior to the closing date.

Who we are

Futures is a great place to work with a fantastic, positive and 'can do' culture supporting our people to deliver fantastic results. Every one of our team members is helping us achieve our vision of 'Great places, great services and great tomorrows' for people and communities across the East Midlands. We don't just provide homes - we support our customers, helping them to thrive and to achieve this we all need to thrive in our jobs too. So, we invest in our people to give them the skills, the tools and the flexibility to do a great job.

Flexible

Accountable

Customer Centric

Trusting

Supportive

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Personal data collected:	When we collect it:
Name, address, email address, phone number(s), information regarding your employment history (e.g. your CV and current employer), details of any unspent convictions, employer references. Your account login details (e.g. username and password) will be stored by Networx who manage our careers website.	When you apply for a job with us.
Name, title, address, phone/mobile number, personal email address, NI number, gender, marital status, date of birth, ethnicity, nationality, bank details, details of any past or current medical conditions, proof of your eligibility to work in the UK (such as passport, work permit, birth certificate). Your personal details are held by Cascade, our Cloud service provider, who manage and maintain this system.	When you start working for us we need to add you to our HR system and put you on the payroll.
Name, title, address, postcode, date of birth, telephone number, email address, partner’s name, partner’s date of birth, child(ren) name(s), child(ren) date of birth(s).	When you work for us and register with our medical provider.
Name, payroll number (if applicable), email address.	When you work for us and you complete training or development activities.
Name, address, next of kin. The nature of your declaration may also inadvertently reveal further personal information about you such as your sexual orientation, political opinion, religion, etc.	When you work for us we need to know about any relevant relationships (for example with our tenants, staff members, suppliers) and any paid or unpaid employment outside of FHG. This is to protect you as well as the company.
Personal email address, personal mobile number.	When you work for us and you need to access our self-service portal to reset your password.

Purposes of data use:	Specifically:	Our lawful basis for doing so:
Recruitment and employment.	To support our recruitment processes we will need certain information about you and your employment history and experience, and may need to communicate with you about this.	Perform a contract.
	To inform you about any relevant FHG vacancies.	Consent.
	To process employment contracts of successful candidates. If you secure employment with us we will need additional information to that supplied at the recruitment stage.	Perform a contract.
	To process training and development records.	Perform a contract.
	To protect you and the company we need to know about any relevant relationships (for example with our tenants, staff members, suppliers) and any paid or unpaid employment outside of FHG.	Legitimate interests.
	To enable you to register and/or access self-service resources we will need certain identifiable information about you.	Legitimate interests.

Customer Journey Coordinator

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