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Customer Experience Team Leader

3 months ago

Solihull, United Kingdom Platform Housing Group Full time

The Vacancy

We currently have a fantastic Team Leader opportunity available within our dynamic Customer Experience team. 

This role is available on a fixed-term contract for up to 12 months, starting in September , to cover a period of family leave.

This is an exciting role within our newly created Complaints Aftercare team and will ensure that all actions committed to as part of complaint resolution are progress chased through to completion with the relevant teams and the customer is kept up regularly updated.

This is a varied role where you will play an integral role in ensuring that all complaints, compliments, compensation requests, and customer feedback regardless of channel are allocated investigated and seen through to completion effectively in line with current SLAs and the Housing Ombudsman Complaint Handling Code.

You will be the senior point of contact for all queries that the Customer Experience Team may have and provide support and guidance to your team. You will play a key role in supporting the Customer Experience Assistants in the management of the Complaints Aftercare team, ensuring that all actions committed to as part of complaint resolution are progress chased through to completion with the relevant teams and the customer is kept up regularly updated.

You will specialise in complaints’ aftercare but will be able to work collaboratively with all Customer Experience Team Leaders to enable us to effectively manage workloads.  

We are looking for people who have the following: 

  • Previous experience of working at Adviser level and ideally have experience of managing a team 
  • Ability to deal with sensitive and controversial issues in a professional manner 
  • Proven experience of working in a high-pressure environment 
  • Experience in working alongside and influencing teams and processes  
  • Experience in leading complex complaint investigations 
  • Experience in multi-channel customer contact 
  • Experience in ensuring that the highest quality standards are met

Please note that while this position is primarily home-based, you should be able to travel and work from Group offices as necessary, typically around two days a week .

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 £ 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 arrange an informal discussion, please contact Donna Flecknell, Customer Experience Manager, at

If you have management experience and a background in leading complex complaint investigations to ensure exceptional quality, we would love to hear from you

We aim to hold interviews/assessment for this role at our Birmingham Business Park or Worcester offices on 17th/18th July and will contact you following shortlisting to arrange a suitable time.