Customer Experience Assistant – Platform Housing Group | Remote (UK)

School Result; Birmingham; Remote; GBP 24,769 - 30,274; Full time

Benefits offered by this job

Comprehensive training and development

Family-friendly policies

Business mileage reimbursement

Job summary

A leading housing organization is seeking a Customer Experience Assistant to support its Customer Experience Team. This remote role involves managing complaints, coordinating enquiries, and improving customer service efficiency. The ideal candidate will possess strong communication and organizational skills and have experience dealing with complex customer needs. The position offers a salary of up to £27,522 per year and opportunities for professional development in a supportive team environment.

Qualifications

• Experience supporting customers with complex or sensitive issues.
• Strong organisational skills and ability to prioritise.
• Clear and professional communication skills.

Responsibilities

• Manage complaints, compliments, and escalations.
• Coordinate councillor and MP enquiries.
• Support investigations and track case progress.

Skills

Customer support experience

Organisational skills

Communication skills

Empathetic approach

Microsoft Word proficiency

Microsoft Excel proficiency

Education

GCSEs in Maths and English (A–C)

Job description

Customer Experience Assistant – Platform Housing Group | Remote (UK)

Platform Housing Group is expanding its Customer Experience Team and hiring three Customer Experience Assistants: one permanent role and two 12‑month fixed‑term contracts. This remote role offers up to £27,522/year, with occasional travel to offices for meetings.

The successful candidate will support complaints, compliments, comments, compensation requests, and enquiries from councillors and MPs, ensuring cases are handled efficiently and service improvements are identified.

• Job Title: Customer Experience Assistant
• Employer: Platform Housing Group
• Location: Remote (home‑based, occasional office travel – Birmingham B37 7YD)
• Pay: Up to £27,522/year (depending on experience)
• Job Type: Permanent (1 role) & Fixed‑Term (2 roles, 12 months)
• Interviews: Week commencing 13th April 2026 at Birmingham Business Park

Key Responsibilities

• Manage complaints, compliments, comments, and escalations
• Coordinate councillor and MP enquiries
• Support investigations and track case progress to meet deadlines
• Monitor customer feedback channels and issue acknowledgements
• Conduct dissatisfaction follow‑ups and closure surveys
• Maintain accurate records, filing, scanning, and minute taking
• Use customer insight data to support service improvements
• Champion customer engagement across the organisation
• Adhere to financial regulations and ensure value for money
• Build effective relationships with customers, colleagues, and external partners
• Support digital processes and contribute to policy/procedure reviews

Candidate Requirements

• Experience supporting customers with complex or sensitive issues
• Strong organisational skills and ability to prioritise
• Clear and professional communication skills
• Empathetic, impartial, and customer‑focused approach
• Confident using Microsoft Word and Excel
• Full driving licence and access to own vehicle
• Ability to travel between offices and work flexibly
• GCSEs in Maths and English (A–C)
• Competitive salary (up to £27,522/year)
• Flexible, agile working environment
• Comprehensive training and development
• Family‑friendly policies
• Business mileage reimbursement
• Supportive, inclusive team culture valuing collaboration and innovation

About Platform Housing Group

Platform Housing Group is committed to delivering exceptional customer service and driving continuous improvement. Employees benefit from a supportive, inclusive environment with opportunities for growth, collaboration, and innovation, helping to make a real impact on customer satisfaction and organisational success.

Application Process

How to Apply:

• Submit your CV via Platform Housing Group’s careers portal.
• Highlight your experience in customer service and case management.
• Shortlisted candidates will be invited to interviews during the week commencing 13th April 2026 at Birmingham Business Park.