Customer Experience Champion

Platform Housing Group; Worcester; Híbrido; GBP 30 000 - 40 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Up to 28 days annual leave (plus bank)

Family friendly policies including p/m

Medicash membership with EAP and gym

Health Cash Plan up to £1700 p/a

Pension scheme 3% employee + 12%

Learning and Development opportunities

Salary sacrifice EV scheme

Employee rewards and retailerDiscounts

Resumo da oferta

Platform Housing Group in Worcester is seeking a role focused on investigating customer feedback and complaints. The role is hybrid, based in Worcester with required travel to customer homes as part of case investigations; a driving licence and own vehicle are essential.

You will handle multi-channel responses and collaborate with colleagues and external stakeholders to resolve complex issues, with opportunities for professional development and a comprehensive benefits package.

Qualificações

• Experience in investigating customer feedback and complaints.
• Experience in multi-channel responses to feedback, including social media, reviews, letters and informal communication.
• Experience of complaint audits.
• Ability to deal with sensitive and controversial issues professionally.
• Experience working with colleagues and external stakeholders at an operational level.
• Experience influencing teams and processes to resolve complex issues.
• Experience introducing or recommending new or improved services.
• Ability to seek improved ways of working and value for money.
• DBS check will be required prior to employment.

Conhecimentos

Investigation of feedback

Multi-channel responses

Complaint audits

Handling sensitive issues

Partnership with stakeholders

Influence teams & processes

Introducing new services

Value for Money mindset

DBS check required

Descrição da oferta de emprego

Salary: £34,845

Location: Worcester

Basis: Full Time

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, googles 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
• A DBS check will be required prior to employment.

Where will I be working?

This is a hybrid role, you will be required to attend at our Worcester office three times a week. 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 driving licence and use of your own vehicle or alternative means of getting to the required locations is essential.

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.

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