Complaints/Customer Experience Advisor Opportunities

1 month 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 have two fantastic opportunities in our growing Customer Experience Team and are looking for experienced complaints professionals to come on board. We’re offering two fixed-term positions: one for 24 months and the other for 12 months.

This is an exciting time for the Customer Experience Team, we have reviewed the current operating model and are changing the way we work to make us more effective. We are looking for Customer Experience Advisor’s 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, 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. 

A key area of the role is to provide quality assurance within the team, ensuring that the service delivered to internal and external customers is of the highest level. This will involve reviewing correspondence with customers and colleagues to ensure consistency and accuracy of responses, carrying out audits of complaints cases and preparing case files for the Housing Ombudsman Service. You will also be pivotal in working with colleagues across the business to provide support for their Final Review responses. 

*Please note that the internal job title for these positions is Customer Experience Advisor* 

We are looking for people who are:   

  • Experienced 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 and be 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   
  • Previous experience working in the housing sector would be advantageous. 
  • It is essential that you have a driving licence for this role, and you will also need to undergo a DBS check prior to your employment.     

Although this role is home based you will also be required to attend meetings at our Worcester/Solihull office and on occasion will be required to visit customer homes as part of some case investigations (these can be anywhere within the geography of our housing stock)   

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    

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