Customer Experience Advisor

Platform Housing Group; Worcester, Birmingham, Metropolitan Borough of Solihull; Hybride; GBP 31 000 - 35 000; Plein temps

Avantages offerts par ce poste

Annual leave 28 days

Medicash membership

Pension scheme

Learning and development

EV salary sacrifice

Employee rewards

Résumé du poste

Platform Housing Group is offering a Home-Based, permanent role as a Customer Experience Advisor specialising in complaint investigations. You will collaborate with the Triage, Quality Assurance and Aftercare teams to manage workloads and ensure a high-quality customer journey.

The role requires experience investigating customer feedback, handling multi-channel responses, and conducting audits. You will travel to Worcester and Solihull offices for meetings and site visits as needed, with a

Qualifications

• Experience in investigation of customer feedback and complaints.
• Experience handling multi-channel responses (social media, reviews, letters).
• Experience of complaint audits.
• Ability to deal with sensitive issues professionally and collaborate with stakeholders.
• Willingness to travel to Worcester, Solihull, and attend meetings as needed.
• Commitment to value for money and continuous improvement.

Responsabilités

• Investigate customer complaints to deliver comprehensive resolutions.
• Collaborate with Triage, QA, and Aftercare teams to manage workloads.
• Attend weekly meetings at Worcester/Birmingham offices; travel as needed for site visits.
• Support improvements and introduction of new or enhanced services.
• Uphold a customer-centric culture and align with corporate strategy.

Connaissances

Complaint investigations

Multi-channel responses

Complaint audits

Stakeholder collaboration

Influencing teams

Value for money

Description du poste

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 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 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, apply today!

Proud member of the Disability Confident employer scheme

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.

Customer Experience Advisor

Company: Platform Housing Group Salary: £31,361 to £34,845 a year Hours: Full-time Location: WR5 1DU Job type: Permanent Posting date: 19 Oct 2026 Closing date: 1 Nov 2026

Summary

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 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 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, apply today!

Proud member of the Disability Confident employer scheme

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