Customer Experience Business Partner
| Posting date: | 05 March 2026 |
|---|---|
| Salary: | £44,312.00 to £49,236.00 per year |
| Hours: | Full time |
| Closing date: | 17 March 2026 |
| Location: | B37 7YD |
| Company: | Platform Housing Group |
| Job type: | Permanent |
| Job reference: | 0461 |
Summary
Customer Experience Business Partner (x3 roles)Up to £49,236 depending on experienceHome based with regular travel to meetings across our geography and office locations
Are you passionate about turning customer feedback into real service improvement?
We're recruiting three Customer Experience Business Partners to join our Customer Experience Management Team. These are key roles where you'll lead a small team and partner with designated service areas to embed a strong customer-focused and learning culture — ensuring feedback drives meaningful, lasting change.
If you're confident influencing colleagues, managing complaints and insight, and championing the customer voice — we'd love to hear from you.
What is the role?
As a Customer Experience Business Partner, you will:
-Lead and develop a team of Customer Experience colleagues
-Take ownership of customer queries and complaints, including Housing Ombudsman enquiries.
-Ensure that your team are investigating complaints in line with the Housing Ombudsman Complaint Handling Code.
-Ensure feedback is recorded, investigated and translated into clear service improvements.
-Embed strong root cause analysis and promote a culture where learning from feedback is expected, shared and acted upon.
-Partner with Service Leads to improve processes and customer journeys.
-Use insight and data to produce performance reports, identify trends and drive continuous improvement.
-Champion innovative and digital approaches to engaging customers.
You'll act as a trusted partner to the business — holding teams to account, encouraging reflection, and helping to build a culture where learning from customer feedback is part of everyday practice.
What will you need to bring?
-Strong experience in customer service or customer experience (ideally in housing or a regulated environment).
-Experience managing and developing colleagues.
-Confidence handling sensitive and complex situations.
-Ability to analyse data, spot trends and translate insight into action.
-Excellent communication skills and the ability to influence at all levels.
-A proactive, organised and solution-focused approach.
-Strong knowledge and understanding of the Housing Ombudsman Complaint Handling Code
-Driving licence and use of own vehicle to attend meetings with customers and partners and attend other Group offices.
-DBS check is required for this role.
Why Join Us?
This is your opportunity to help shape how we listen, learn and improve across Platform and with three roles available, now is a great time to join our growing Customer Experience team and make a genuine impact.
Ready to make a difference? Click Apply Now and upload your CV.
For more information, please refer to the full Job Description or contact recruitment@platformhg.com.
Closing date for applications is 17th March, with interviews taking place at our Birmingham Business Park office on 25th & 26th March.
Are you passionate about turning customer feedback into real service improvement?
We're recruiting three Customer Experience Business Partners to join our Customer Experience Management Team. These are key roles where you'll lead a small team and partner with designated service areas to embed a strong customer-focused and learning culture — ensuring feedback drives meaningful, lasting change.
If you're confident influencing colleagues, managing complaints and insight, and championing the customer voice — we'd love to hear from you.
What is the role?
As a Customer Experience Business Partner, you will:
-Lead and develop a team of Customer Experience colleagues
-Take ownership of customer queries and complaints, including Housing Ombudsman enquiries.
-Ensure that your team are investigating complaints in line with the Housing Ombudsman Complaint Handling Code.
-Ensure feedback is recorded, investigated and translated into clear service improvements.
-Embed strong root cause analysis and promote a culture where learning from feedback is expected, shared and acted upon.
-Partner with Service Leads to improve processes and customer journeys.
-Use insight and data to produce performance reports, identify trends and drive continuous improvement.
-Champion innovative and digital approaches to engaging customers.
You'll act as a trusted partner to the business — holding teams to account, encouraging reflection, and helping to build a culture where learning from customer feedback is part of everyday practice.
What will you need to bring?
-Strong experience in customer service or customer experience (ideally in housing or a regulated environment).
-Experience managing and developing colleagues.
-Confidence handling sensitive and complex situations.
-Ability to analyse data, spot trends and translate insight into action.
-Excellent communication skills and the ability to influence at all levels.
-A proactive, organised and solution-focused approach.
-Strong knowledge and understanding of the Housing Ombudsman Complaint Handling Code
-Driving licence and use of own vehicle to attend meetings with customers and partners and attend other Group offices.
-DBS check is required for this role.
Why Join Us?
This is your opportunity to help shape how we listen, learn and improve across Platform and with three roles available, now is a great time to join our growing Customer Experience team and make a genuine impact.
Ready to make a difference? Click Apply Now and upload your CV.
For more information, please refer to the full Job Description or contact recruitment@platformhg.com.
Closing date for applications is 17th March, with interviews taking place at our Birmingham Business Park office on 25th & 26th March.
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About Disability Confident
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