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Complaints Specialist/Customer Experience Advisor - Birmingham, West Midlands County
| Posting date: | 15 March 2024 |
|---|---|
| Salary: | £28,304 to £31,449 per year |
| Additional salary information: | Competitive |
| Hours: | Full time |
| Closing date: | 13 April 2024 |
| Location: | Birmingham, West Midlands County, B37 7YD |
| Company: | Platform Housing Group |
| Job type: | Permanent |
| Job reference: | 987296 |
Summary
Are you experienced in the investigation of customer complaints and are passionate about making a real difference?
We currently have some exciting opportunities available within our growing Customer Experience Team and are looking for experienced complaints professionals to join us on a permanent basis.
This is an exciting time for the Customer Experience Team, we have recently reviewed the current operating model and have changed the way we work to make us more effective.
We are looking for two experienced Customer Experience Advisors that will specialise in either investigations, quality assurance or triage but will be able to work collaboratively with all the Customer Experience Team Advisors to enable us to effectively manage workloads.
These roles will be key in driving and enhancing our customer/people centric culture, ensuring that customers are heard and understood and receive an outstanding end to end customer journey that ensures we deliver our corporate strategy, live our values, and create proud people matter customer experiences.
**Please note that the official job title for these positions is Customer Experience Advisor.
Some of the things we are looking for:
Experience in the investigation of customer feedback and complaints.
Experienced in multi-channel responses to customer feedback, including social. media, googles reviews, letter writing and informal communication methods.
Experience of complaint audits.
Able to deal with sensitive and controversial issues in a professional manner.
Experienced in working in partnership with colleagues and external stakeholders at an operational level.
Experienced in working alongside and influencing teams and processes to resolve complex issues.
Experienced in introducing or recommending new or improved services and able to seek improved ways of working.
It is essential that you have a driving license for this role, and you will also need to undergo a DBS check prior to your employment.
Please note that although this role offers home working, occasional in-person meetings at our Worcester/Solihull office will be required. Additionally, you may need to visit customer homes as part of certain case investigations, covering various locations within our housing stock geography.
Some of the great benefits we can offer you:
Up to 28 days annual leave (plus bank holidays) with the opportunity to buy and sell leave.
Family friendly policies including generous Paternity, Maternity, Shared Parental and Adoption leave plus 3 days paid Urgent Domestic Leave.
Medicash membership for all employees which includes access to an employee assistance programme, discounted gym membership and exclusive discounts.
Health Cash Plan worth up to £1700 p/a with cashback for dental, optical, physio and complementary therapies and more.
Pension scheme with minimum employee contributions of up to 3% and Platform will contribute up to 12% (inclusive of life assurance and dependent on employee contributions).
Learning and Development opportunities.
Salary sacrifice electric vehicle scheme.
Employee reward and recognition scheme with wellbeing hub and discount from a wide range of retailers.
For further details or to schedule an informal chat regarding this opportunity, feel free to reach out to Laura Hooper (Customer Experience Team Leader) at laura.hooper@platformhg.com or Oliver Garfield (Customer Experience Team Leader) at Oliver.Garfield@platformhg.com.
We aim to hold interviews for this role via Microsoft teams on 8th or 9th April and will contact you following shortlisting to arrange.
We currently have some exciting opportunities available within our growing Customer Experience Team and are looking for experienced complaints professionals to join us on a permanent basis.
This is an exciting time for the Customer Experience Team, we have recently reviewed the current operating model and have changed the way we work to make us more effective.
We are looking for two experienced Customer Experience Advisors that will specialise in either investigations, quality assurance or triage but will be able to work collaboratively with all the Customer Experience Team Advisors to enable us to effectively manage workloads.
These roles will be key in driving and enhancing our customer/people centric culture, ensuring that customers are heard and understood and receive an outstanding end to end customer journey that ensures we deliver our corporate strategy, live our values, and create proud people matter customer experiences.
**Please note that the official job title for these positions is Customer Experience Advisor.
Some of the things we are looking for:
Experience in the investigation of customer feedback and complaints.
Experienced in multi-channel responses to customer feedback, including social. media, googles reviews, letter writing and informal communication methods.
Experience of complaint audits.
Able to deal with sensitive and controversial issues in a professional manner.
Experienced in working in partnership with colleagues and external stakeholders at an operational level.
Experienced in working alongside and influencing teams and processes to resolve complex issues.
Experienced in introducing or recommending new or improved services and able to seek improved ways of working.
It is essential that you have a driving license for this role, and you will also need to undergo a DBS check prior to your employment.
Please note that although this role offers home working, occasional in-person meetings at our Worcester/Solihull office will be required. Additionally, you may need to visit customer homes as part of certain case investigations, covering various locations within our housing stock geography.
Some of the great benefits we can offer you:
Up to 28 days annual leave (plus bank holidays) with the opportunity to buy and sell leave.
Family friendly policies including generous Paternity, Maternity, Shared Parental and Adoption leave plus 3 days paid Urgent Domestic Leave.
Medicash membership for all employees which includes access to an employee assistance programme, discounted gym membership and exclusive discounts.
Health Cash Plan worth up to £1700 p/a with cashback for dental, optical, physio and complementary therapies and more.
Pension scheme with minimum employee contributions of up to 3% and Platform will contribute up to 12% (inclusive of life assurance and dependent on employee contributions).
Learning and Development opportunities.
Salary sacrifice electric vehicle scheme.
Employee reward and recognition scheme with wellbeing hub and discount from a wide range of retailers.
For further details or to schedule an informal chat regarding this opportunity, feel free to reach out to Laura Hooper (Customer Experience Team Leader) at laura.hooper@platformhg.com or Oliver Garfield (Customer Experience Team Leader) at Oliver.Garfield@platformhg.com.
We aim to hold interviews for this role via Microsoft teams on 8th or 9th April and will contact you following shortlisting to arrange.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.