Complaints and Customer Experience Advisor
| Posting date: | 18 March 2026 |
|---|---|
| Salary: | £30,161.00 to £33,512.00 per year |
| Hours: | Full time |
| Closing date: | 30 March 2026 |
| Location: | B37 7YD |
| Company: | Platform Housing Group |
| Job type: | Permanent |
| Job reference: | 0493 |
Summary
Customer Experience AdvisorSalary up to £34,845 depending on experienceHome based with occasional travel to our offices and other locations for meetings
Are you a confident, customer‑focused problem‑solver who can investigate issues fairly, communicate with clarity, and champion better experiences for every customer?
After reviewing our Customer Experience structure, we're growing the team and have created some new opportunities that will genuinely strengthen how we listen, learn and improve at Platform. We're looking for three Customer Experience Advisors on a full time, permanent basis, to join the team and be part of this exciting new chapter.
As our Customer Experience Advisor, you'll be enthusiastic and dedicated in helping us deliver exceptional end‑to‑end customer journeys. Playing a key role in ensuring customers feel heard, understood, and supported, while helping us continuously improve our services by finding the root cause of complaints.
You'll work independently and collaboratively, handling complaints with professionalism, supporting colleagues across the organisation, and helping shape a customer journey that reflects our values and puts people at the heart of everything we do.
In your role as Customer Experience Advisor, your work will include:
-Investigating complaints and customer feedback thoroughly and consistently
-Ensuring responses are delivered inline with the Housing Ombudsman Code
-Using customer insight and data to identify service improvements
-Supporting the development of our multi‑channel Customer Experience Strategy
-Preparing case files for the Housing Ombudsman
-Working with colleagues across the business to resolve complex issues
-Championing customer engagement and promoting a customer‑centric culture
-Facilitating customer journey mapping and supporting digital engagement initiatives
-You'll help ensure customers are heard and understood whilst ensuring you provide a customer focussed experience.
We're looking for someone who is:
-Customer‑focused with proven experience in a customer service or customer experience role
-Previous complaints experience, skilled at handling sensitive or complex situations with professionalism
-Able to work independently with excellent organisational skills
-A strong communicator, both written and verbal
-Calm under pressure, impartial, and solutions‑focused
-Confident working with colleagues, partners, and external stakeholders
-Digitally confident, especially with MS Office
-Committed to equality, diversity, and inclusion
A driving licence and access to a vehicle are essential, as you'll occasionally attend meetings with customers or colleagues.
Why Join Platform Housing Group?
We're proud to be a great place to work. You'll be part of a supportive, inclusive organisation that invests in your development and wellbeing. We offer:
-A flexible, agile working environment
-Comprehensive training and development
-Family‑friendly policies
-A culture that values collaboration, innovation, and continuous improvement
-Business mileage reimbursement
-A supportive team that lives our values every day
If you're ready to make a real impact and help drive service improvement at the highest level — click Apply Now and upload your CV.
Interviews to be held at our Birmingham Business Park office week commencing 13th April 2026.
For more information, please refer to the full job description or contact us via email at recruitment@platformhg.com.
We encourage early applications as we may close the advert early if we receive a high volume of applicants.
Are you a confident, customer‑focused problem‑solver who can investigate issues fairly, communicate with clarity, and champion better experiences for every customer?
After reviewing our Customer Experience structure, we're growing the team and have created some new opportunities that will genuinely strengthen how we listen, learn and improve at Platform. We're looking for three Customer Experience Advisors on a full time, permanent basis, to join the team and be part of this exciting new chapter.
As our Customer Experience Advisor, you'll be enthusiastic and dedicated in helping us deliver exceptional end‑to‑end customer journeys. Playing a key role in ensuring customers feel heard, understood, and supported, while helping us continuously improve our services by finding the root cause of complaints.
You'll work independently and collaboratively, handling complaints with professionalism, supporting colleagues across the organisation, and helping shape a customer journey that reflects our values and puts people at the heart of everything we do.
In your role as Customer Experience Advisor, your work will include:
-Investigating complaints and customer feedback thoroughly and consistently
-Ensuring responses are delivered inline with the Housing Ombudsman Code
-Using customer insight and data to identify service improvements
-Supporting the development of our multi‑channel Customer Experience Strategy
-Preparing case files for the Housing Ombudsman
-Working with colleagues across the business to resolve complex issues
-Championing customer engagement and promoting a customer‑centric culture
-Facilitating customer journey mapping and supporting digital engagement initiatives
-You'll help ensure customers are heard and understood whilst ensuring you provide a customer focussed experience.
We're looking for someone who is:
-Customer‑focused with proven experience in a customer service or customer experience role
-Previous complaints experience, skilled at handling sensitive or complex situations with professionalism
-Able to work independently with excellent organisational skills
-A strong communicator, both written and verbal
-Calm under pressure, impartial, and solutions‑focused
-Confident working with colleagues, partners, and external stakeholders
-Digitally confident, especially with MS Office
-Committed to equality, diversity, and inclusion
A driving licence and access to a vehicle are essential, as you'll occasionally attend meetings with customers or colleagues.
Why Join Platform Housing Group?
We're proud to be a great place to work. You'll be part of a supportive, inclusive organisation that invests in your development and wellbeing. We offer:
-A flexible, agile working environment
-Comprehensive training and development
-Family‑friendly policies
-A culture that values collaboration, innovation, and continuous improvement
-Business mileage reimbursement
-A supportive team that lives our values every day
If you're ready to make a real impact and help drive service improvement at the highest level — click Apply Now and upload your CV.
Interviews to be held at our Birmingham Business Park office week commencing 13th April 2026.
For more information, please refer to the full job description or contact us via email at recruitment@platformhg.com.
We encourage early applications as we may close the advert early if we receive a high volume of applicants.
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.