Customer Experience & Complaints Investigator

Platform Housing Group; Birmingham; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Up to 28 days annual leave + buy/sell

Medicash membership

Health Cash Plan

Pension scheme

Learning & Development

EV salary sacrifice

Wellbeing hub & retailer discounts

Job summary

Platform Housing Group is seeking an experienced Customer Experience Advisor focused on complaint investigations and cross-team collaboration. The role supports an end-to-end customer journey and aligns with the company’s values and strategy.

The position is home-based with regular travel to Solihull and Worcester offices and requires a valid driving licence. The team emphasizes a customer-centric culture, with opportunities to influence services and participate in continuous improvement efforts

Qualifications

• 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

Responsibilities

• Investigate customer complaints and ensure thorough end-to-end handling.
• Collaborate with Triage, Quality Assurance and Aftercare to manage workloads.
• Engage with internal and external stakeholders to resolve complex issues within the customer journey.
• Attend meetings at Worcester or Birmingham offices as needed, with travel to locations within the geographic area.

Skills

Complaint investigations

Multi-channel responses

Stakeholder collaboration

Issue resolution

Process improvement

Travel readiness

Value for money

Job description

Platform Housing Group is seeking an experienced Customer Experience Advisor focused on complaint investigations and cross-team collaboration. The role supports an end-to-end customer journey and aligns with the company’s values and strategy.

The position is home-based with regular travel to Solihull and Worcester offices and requires a valid driving licence. The team emphasizes a customer-centric culture, with opportunities to influence services and participate in continuous improvement efforts