Complaints/Customer Experience Advisor

Platform Housing Group; Coleshill Heath; Hybrid; GBP 21,000 - 35,000; Full time

Benefits offered by this job

Up to 28 days annual leave

Medicash membership

Health Cash Plan

Pension scheme

Job summary

Platform Housing Group is seeking an experienced Customer Experience Advisor to specialise in complaint investigations. This home-based role requires weekly travel to Worcester and Solihull/Birmingham offices during training and occasionally for case visits, with a driving licence essential.

You will handle multi-channel responses, audit complaints, and work with colleagues across Triage, Quality Assurance and Aftercare to drive a seamless, end-to-end customer journey in line with our values.

Qualifications

• Experience in investigation of customer feedback and complaints.
• Experience handling multi-channel responses (social media, letters, informal communication).
• Experience with complaint audits and ensuring professional handling of sensitive issues.
• Ability to partner with colleagues and external stakeholders at operational level.
• Experience influencing teams and processes to resolve complex issues.
• Ability to propose new or improved services and seek value for money.

Responsibilities

• Investigate customer complaints and feedback to determine root causes.
• Coordinate multi-channel responses and ensure consistent communication.
• Collaborate with Triage, QA and Aftercare teams to manage workloads and outcomes.

Skills

Complaint investigations

Multi-channel responses

Stakeholder collaboration

Audits / quality checks

Handling sensitive issues

Process improvement

Travel to offices

Customer journey mindset

Job description

Salary: Up to £34,845

Location: Home-Based with travel to offices in Solihull and Worcester

Basis: Full-Time, Permanent

Are you experienced in the investigation of customer complaints and are passionate about making a real difference?

We currently have a fantastic opportunity to permanently join our dynamic Customer Experience team.

We are looking for an experienced Customer Experience Advisor that will specialise in complaint investigations but will be able to 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.

What are we looking for from you?

• Experience in the investigation of customer feedback and complaints

• Experience in multi-channel responses to customer feedback, including social media, google reviews, letter writing and informal communication methods

• Experience of complaint audits

• An ability to deal with sensitive and controversial issues in a professional manner

• Experience in working in partnership with colleagues and external stakeholders at an operational level

• Experience in working alongside and influencing teams and processes to resolve complex issues

• Experience in introducing or recommending new or improved services

• An ability to continually seek improved ways of working and commits to achieving value for money

Where will I be working?

Although this is a home-based role, you will be required to attend meetings at our Worcester or Birmingham office at least once a week, although this will be more during the training period. 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 with access to a vehicle or alternative means to travel to locations is essential for this role. A DBS check will be required prior to employment.

What are some of our great benefits?

• Up to 28 days annual leave (plus bank holidays) with the opportunity to buy and sell leave

• Family friendly policiesincluding 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 assistanceprogramme, discounted gym membership and exclusive discounts

• Health Cash Plan worth up to £1700 p/a with cashback for dental, optical, physio and complementary therapiesand 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.

For more information about this role, please find the attached job description or contact [e-mail] for more information.

We aim to hold in-person interviews for this position at our Worcester and/or Birmingham office on a date to be confirmed. Wewill contact you to arrange a suitable time once successfully shortlisted.