Customer Experience & Insight Internship - 12 Months

Skills

Job Specifications

Shape the future of housing – support real projects that deliver change for colleagues and tenants.

We're a housing association, here to provide safe, affordable homes and to build stronger communities across the Midlands. And we're offering students the chance to intern in our Customer Experience Team — where you'll gain hands-on experience supporting tenant engagement, complaints analysis, and service improvement in a fast-paced dynamic organisation.

12-Month Internship: Starting 7th September 2026

Your Role:

You'll apply your academic knowledge to real-world challenges – working alongside experienced Customer Experience professionals whilst gaining insight into tenant scrutiny, complaints trends, and service design. You'll develop a first-hand appreciation of how our Customer Insight team uses feedback to explore themes and outcomes that improve services — directly benefiting colleagues and tenants.

Your day to day will see you:

Supporting communication with tenants through various channels to promote engagement and scrutiny opportunities.
Assisting in the organisation of tenant meetings, ensuring accurate records are kept and actions are tracked to completion.
Helping coordinate "deep dive" activities by collating data and analysing findings related to customer satisfaction and complaint trends.
Contributing to the preparation of case studies and presentation materials that explore service improvement opportunities.
Researching best practices in the housing sector and beyond to help improve how we handle complaints and engage with our communities.

What we're looking for:

Currently studying (or recently completed) a degree in Social Policy, Business Management, Psychology, or another related discipline.
Strong organisational skills and an interest in how customer feedback can drive business change.
Excellent interpersonal skills with the ability to communicate clearly with a diverse range of stakeholders and tenants.
An analytical mind with the ability to research information and summarise findings effectively.
Enthusiasm, openness to feedback, and a genuine desire to learn.

How to apply: Applications close on Sunday 15th February 2026.

Apply online – Complete a short online application form.
Recorded Video Interview – Bring your application to life by answering a few recorded questions
Assessment Centre – Shortlisted candidates will be invited to take part in our group assessment event, due to take place between 25th – 27th March 2026.
Final Interview – Interview with the hiring manager to showcase your career ambitions.
Start your journey- Start with Midland Heart in September 2026.

Please note that should we reach a desired number of applications, we reserve the right to close the advert ahead of the stated closing date.

About the Company

With over 35,000 properties, we’re a well-established, leading housing organisation in the Midlands. We're one team working together for our tenants, making sure they have a safe, quality, affordable place to call home. Know more

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