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Customer Experience Investigator
2 months ago
About the Role
Are you passionate about delivering exceptional customer experiences and resolving complex issues? Platform Housing Group is seeking dedicated Customer Experience Advisors to join our growing team.
We are undergoing an exciting transformation within our Customer Experience department, implementing a new operating model designed to enhance efficiency and effectiveness. This presents a unique opportunity for experienced professionals to contribute to this positive change.
As a Customer Experience Advisor, you will play a vital role in ensuring that our customers receive outstanding service throughout their interactions with us. You will specialize in one of three key areas: investigations, quality assurance, or triage, while collaborating effectively with the wider team to manage workloads and deliver exceptional results.
Key Responsibilities
- Conduct thorough investigations into customer feedback and complaints, ensuring a fair and impartial approach.
- Provide multi-channel responses to customer inquiries, utilizing various communication methods such as social media, online reviews, letters, and informal interactions.
- Perform complaint audits, maintaining high standards of accuracy and consistency in customer correspondence.
- Prepare comprehensive case files for the Housing Ombudsman Service, adhering to strict guidelines and procedures.
- Collaborate with colleagues across departments to provide support for Final Review responses, ensuring a seamless customer experience.
Essential Skills and Experience
- Proven experience in investigating customer feedback and complaints within a similar industry setting.
- Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
- Excellent analytical and problem-solving abilities, capable of identifying root causes and implementing effective solutions.
- Proficiency in utilizing various communication channels and adapting your approach accordingly.
- A commitment to providing exceptional customer service and exceeding expectations.
Benefits
Platform Housing Group offers a comprehensive benefits package designed to support the well-being and development of our employees. This includes:
- Competitive salary and pension scheme.
- Generous annual leave entitlement with the option to buy or sell leave.
- Family-friendly policies, including maternity, paternity, shared parental, and adoption leave.
- Employee assistance program and access to discounted gym memberships.
- Learning and development opportunities to enhance your skills and career progression.
