Complaints & Customer Experience Advisor
| Dyddiad hysbysebu: | 15 Ionawr 2026 |
|---|---|
| Cyflog: | £30,161.00 i £33,512.00 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 29 Ionawr 2026 |
| Lleoliad: | B37 7YD |
| Cwmni: | Platform Housing Group |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 0345 |
Crynodeb
Are you experienced in the investigation of customer complaints and are passionate about making a real difference?
We currently have a fantastic opportunity to join our dynamic Customer Experience team as an experienced Customer Experience Advisor to specialise in complaint investigations and work collaboratively with all the Customer Experience Team Advisors across our sub teams such as Triage, Quality Assurance and Aftercare to enable us to effectively manage workloads.
This role is 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 internal job title for this position is Customer Experience Advisor*
We are looking for people who are:
-Experienced 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
-Able to continually seek improved ways of working and commits to achieving Value for Money
-Previous experience working in the housing sector would be advantageous
Although this is a home-based role, you will be required to attend meetings at our Worcester/Solihull office. On occasion, you may also need to visit customer homes as part of case investigations, which could be located anywhere within the geography of our housing stock. A valid driving licence is essential for this role, and a DBS check will be required prior to employment.
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
Why join us?
This is an exciting opportunity to join a forward-thinking organisation committed to investing in people and places to build a stronger, more sustainable future. If you're ready to make a real difference, apply today!
How to apply:
Simply click "apply now" to complete a short online application and upload your current CV.
For more information about this role, please find the attached job description or if you wish to arrange an information discussion, feel free to contact Georgia Brunsden, Customer Experience Team Leader at Georgia.Brunsden@Platformhg.com
Interviews:
We aim to hold interviews for this position w/c 2nd February and will contact you to arrange a suitable time once successfully shortlisted.
We currently have a fantastic opportunity to join our dynamic Customer Experience team as an experienced Customer Experience Advisor to specialise in complaint investigations and work collaboratively with all the Customer Experience Team Advisors across our sub teams such as Triage, Quality Assurance and Aftercare to enable us to effectively manage workloads.
This role is 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 internal job title for this position is Customer Experience Advisor*
We are looking for people who are:
-Experienced 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
-Able to continually seek improved ways of working and commits to achieving Value for Money
-Previous experience working in the housing sector would be advantageous
Although this is a home-based role, you will be required to attend meetings at our Worcester/Solihull office. On occasion, you may also need to visit customer homes as part of case investigations, which could be located anywhere within the geography of our housing stock. A valid driving licence is essential for this role, and a DBS check will be required prior to employment.
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
Why join us?
This is an exciting opportunity to join a forward-thinking organisation committed to investing in people and places to build a stronger, more sustainable future. If you're ready to make a real difference, apply today!
How to apply:
Simply click "apply now" to complete a short online application and upload your current CV.
For more information about this role, please find the attached job description or if you wish to arrange an information discussion, feel free to contact Georgia Brunsden, Customer Experience Team Leader at Georgia.Brunsden@Platformhg.com
Interviews:
We aim to hold interviews for this position w/c 2nd February and will contact you to arrange a suitable time once successfully shortlisted.
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