Complaints Specialist/customer Experience Advisor

7 months ago

Birmingham, United Kingdom Platform Housing Group Full time

**Are you experienced in the investigation of customer complaints and are passionate about making a real difference?**

We currently have some exciting opportunities available within our growing Customer Experience Team and are looking for experienced complaints professionals to join us on a permanent basis.

This is an exciting time for the Customer Experience Team, we have recently reviewed the current operating model and have changed the way we work to make us more effective.

We are looking for two experienced Customer Experience Advisors that will specialise in either investigations, quality assurance or triage but will be able to work collaboratively with all the Customer Experience Team Advisors to enable us to effectively manage workloads.

These roles will be key in driving and enhancing our customer/people centric culture, ensuring that customers are heard and understood and receive an outstanding end to end customer journey that ensures we deliver our corporate strategy, live our values, and create proud people matter customer experiences.

**_ **Please note _**_that the official job title for these positions is Customer Experience Advisor._**

**Some of the things we are looking for**:

- Experience in the investigation of customer feedback and complaints.
- Experienced in multi-channel responses to customer feedback, including social. media, googles reviews, letter writing and informal communication methods.
- Experience of complaint audits.
- Able to deal with sensitive and controversial issues in a professional manner.
- Experienced in working in partnership with colleagues and external stakeholders at an operational level.
- Experienced in working alongside and influencing teams and processes to resolve complex issues.
- Experienced in introducing or recommending new or improved services and able to seek improved ways of working.

**It is essential that you have a driving license for this role, and you will also need to undergo a DBS check prior to your employment.**

**_ Please note that although this role offers home working, occasional in-person meetings at our Worcester/Solihull office will be required. Additionally, you may need to visit customer homes as part of certain case investigations, covering various locations within our housing stock geography._**

**Some of the great benefits we can offer you**:

- Up to 28 days annual leave (plus bank holidays) with the opportunity to buy and sell leave.
- Family friendly policies including 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 assistance programme, discounted gym membership and exclusive discounts.
- Health Cash Plan worth up to £1700 p/a with cashback for dental, optical, physio and complementary therapies and 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.

For further details or to schedule an informal chat regarding this opportunity, feel free to reach out to Laura Hooper (Customer Experience Team Leader) at or Oliver Garfield (Customer Experience Team Leader) at.

We aim to hold interviews for this role via Microsoft teams on **8th** or **9th April** and will contact you following shortlisting to arrange.

**Join us and find your purpose at Platform**

Working with us is more than just a job, you will be joining an amazing organisation that values you and your contribution, and where you can truly make a difference and change people’s lives.

You will join the largest social housing association in the Midlands. We're much more than just houses; we build homes, strong communities, and make a real and positive difference to the lives of our customers.

Platform is a great place to work, we offer lots of opportunities for you to get involved, share ideas and shape what we do - from networking groups through to fun community and social events. This is an exciting time to join us, that will provide you with real exposure to the wider dynamics of a truly modern housing association that will play a major part in delivering our 5-year corporate strategy.

Platform Housing Group are committed to building a healthy, vibrant and inclusive organisation that treats people with respect and creates opportunities for all.

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