Customer Experience Investigator Opportunities

7 days ago


Solihull, Solihull, United Kingdom Platform Housing Group Full time
Job Description

We are seeking experienced customer complaints professionals to join our growing Customer Experience Team.

About the Role

This is an exciting opportunity to work in a dynamic team, driving and enhancing our customer/people centric culture. You will be responsible for providing quality assurance within the team, ensuring that the service delivered to internal and external customers is of the highest level.

  • You will investigate customer complaints and feedback, working collaboratively with colleagues across the business to resolve complex issues.
  • You will have experience in multi-channel responses to customer feedback, including social media, Google reviews, letter writing, and informal communication methods.
  • You will conduct complaint audits and deal with sensitive and controversial issues in a professional manner.
  • You will work in partnership with colleagues and external stakeholders at an operational level.
Requirements

To be successful in this role, you will need:

  • Experience in the investigation of customer complaints and feedback.
  • Experience in multi-channel responses to customer feedback.
  • Experience of complaint audits and dealing with sensitive and controversial issues.
  • Experience in working in partnership with colleagues and external stakeholders.
  • A driving licence and ability to undergo a DBS check.
Benefits

We offer a range of benefits, including:

  • Up to 28 days annual leave (plus bank holidays).
  • Family friendly policies, including generous parental leave and flexible working arrangements.
  • Medicash membership, including access to an employee assistance programme.
  • A Health Cash Plan worth up to £p/a, with cashback for dental, optical, and other treatments.
  • A pension scheme with minimum employee contributions of up to 3% and Platform will contribute up to 12%.
  • Learning and Development opportunities.
  • A salary sacrifice electric vehicle scheme.
  • An Employee Reward and Recognition Scheme.
Location

This role is based in Worcester/Solihull, with occasional travel to customer homes and meetings at our office.



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