Remote Customer Experience Investigator – Complaints & Quality

Platform Housing Group; Worcester; Hybrid; GBP 31,000 - 38,000; Full time

Benefits offered by this job

Annual leave and benefits

Pension scheme

Health plan

Learning & development

EV salary sacrifice

Employee discounts

Job summary

Platform Housing Group is seeking an experienced Customer Experience Advisor to specialise in complaint investigations and to work closely with the wider Customer Experience Team across Triage, Quality Assurance and Aftercare.

You will investigate customer feedback, respond across multiple channels, conduct audits, and collaborate with colleagues and external stakeholders to resolve complex issues while promoting value for money and a positive end-to-end customer journey.

Qualifications

• Experience in the investigation of customer feedback and complaints.
• Experience in multi-channel responses to customer feedback (social media, reviews, letters).
• Experience of complaint audits and working with colleagues and external stakeholders.

Responsibilities

• Investigate complaints and ensure end-to-end customer journey.
• Collaborate with Triage, Quality Assurance and Aftercare teams.
• Attend meetings at Worcester or Birmingham offices and travel as required.

Skills

Complaint investigations

Multi-channel responses

Stakeholder collaboration

Audits

Ability to handle sensitive issues

Improve services

Value for money

Job description

Platform Housing Group is seeking an experienced Customer Experience Advisor to specialise in complaint investigations and to work closely with the wider Customer Experience Team across Triage, Quality Assurance and Aftercare.

You will investigate customer feedback, respond across multiple channels, conduct audits, and collaborate with colleagues and external stakeholders to resolve complex issues while promoting value for money and a positive end-to-end customer journey.