Customer Experience & Resolution Advocate Hybrid Worcester

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

Benefits offered by this job

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

Job summary

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.

Qualifications

• 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.

Skills

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

Job description

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.