Customer Service Excellence Advisor Positions
6 days ago
**About the Role**
Platform Housing Group is seeking experienced professionals to join our growing Customer Experience Team as Customer Experience Advisors. We are looking for individuals who are passionate about delivering exceptional customer service and making a real difference in the lives of our customers.
**Key Responsibilities**
- Investigate customer complaints and feedback, providing high-quality responses that meet the needs of our customers.
- Work collaboratively with colleagues to ensure consistency and accuracy of responses, carrying out audits of complaints cases and preparing case files for the Housing Ombudsman Service.
- Provide quality assurance within the team, ensuring that the service delivered to internal and external customers is of the highest level.
- Work with colleagues across the business to provide support for their Final Review responses.
**Requirements**
- Experience in the investigation of customer feedback and complaints.
- Experience in multi-channel responses to customer feedback, including formal and informal communication methods.
- Experience of complaint audits and dealing 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 and seeking improved ways of working.
- Previous experience working in the housing sector would be advantageous.
- A driving licence is essential for this role, and a DBS check will be required prior to employment.
**What We Offer**
- 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, including access to an employee assistance programme, discounted gym membership, and exclusive discounts.
- Health Cash Plan worth up to £p/a with cashback for dental, optical, physio, and complementary therapies.
- 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.
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