Remote Complaints & Customer Experience Investigator

Platform Housing Group; Coleshill Heath; Hybrid; GBP 21,000 - 35,000; Full time

Benefits offered by this job

Up to 28 days annual leave

Medicash membership

Health Cash Plan

Pension scheme

Job summary

Platform Housing Group is seeking an experienced Customer Experience Advisor to specialise in complaint investigations. This home-based role requires weekly travel to Worcester and Solihull/Birmingham offices during training and occasionally for case visits, with a driving licence essential.

You will handle multi-channel responses, audit complaints, and work with colleagues across Triage, Quality Assurance and Aftercare to drive a seamless, end-to-end customer journey in line with our values.

Qualifications

• Experience in investigation of customer feedback and complaints.
• Experience handling multi-channel responses (social media, letters, informal communication).
• Experience with complaint audits and ensuring professional handling of sensitive issues.
• Ability to partner with colleagues and external stakeholders at operational level.
• Experience influencing teams and processes to resolve complex issues.
• Ability to propose new or improved services and seek value for money.

Responsibilities

• Investigate customer complaints and feedback to determine root causes.
• Coordinate multi-channel responses and ensure consistent communication.
• Collaborate with Triage, QA and Aftercare teams to manage workloads and outcomes.

Skills

Complaint investigations

Multi-channel responses

Stakeholder collaboration

Audits / quality checks

Handling sensitive issues

Process improvement

Travel to offices

Customer journey mindset

Job description

Platform Housing Group is seeking an experienced Customer Experience Advisor to specialise in complaint investigations. This home-based role requires weekly travel to Worcester and Solihull/Birmingham offices during training and occasionally for case visits, with a driving licence essential.

You will handle multi-channel responses, audit complaints, and work with colleagues across Triage, Quality Assurance and Aftercare to drive a seamless, end-to-end customer journey in line with our values.