Platform Housing Group
Customer Experience Champion (Housing Repairs/Maintenance)
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Customer Experience Champion
£31,361 - £34,845 per annum (depending on experience)
Based in the Solihull office around three days a week, plus offers some flexibility for home working. Permanent, 35 hours per week
Join Platform Property Care as a Customer Experience Champion!
Following the successful launch of our Customer Experience Champion roles, we're continuing to grow the team and are looking for a Customer Experience Champion to support our teams across Birmingham and the surrounding areas. The role is based at our Birmingham Business Park office near Solihull and offers flexibility for home working.
This role plays a vital part in supporting Platform Property Care (PPC) by championing customer feedback and complaints, with a strong focus on de-escalation, customer advocacy, and continuous improvement.
As a Customer Experience Champion, you'll act as a key point of contact, providing information to inform complaint responses and ensuring that all committed actions are followed through to completion. You'll also take a leading role in implementing learning identified through customer feedback, helping to drive lasting service improvements.
This is an exciting opportunity to make a real difference by helping us strengthen how we listen to, learn from, and advocate for our customers every day.
Some of your day-to-day tasks will include:
- Handle escalated calls from the Platform Hub team, providing clear, reassuring responses to customers and helping to de-escalate complaints
- Follow up on transactional survey feedback to address any customer dissatisfaction
- Provide timely information to the Customer Experience team to support independent complaint responses
- Collaborate with colleagues to identify the root causes of complaints, sharing insights to help the Customer Experience team respond effectively
- Gather insights to identify service issues and share learning with colleagues to help improve processes and customer experiences.
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Some of the things we are looking for:
- Practical experience of housing management and repairs/maintenance is essential
- Be genuinely customer-focussed with a drive to improve delivery for the customer and business
- Bring demonstrable experience in a Customer Service role, with strong IT skills
- Have proven experience handling front-line customer feedback
- Demonstrate strong people focussed communication and networking skills, with the ability to inspire, influence and motivate a wide range of people
- Work collaboratively, influencing teams and processes to resolve complex issues
Some of the great benefits we can 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 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 contribution scheme with employer contributions of up to 12% (inclusive of life assurance and based on employee contributions)
- Learning and Development opportunities
- Employee reward and recognition scheme with wellbeing hub and discount from a wide range of retailers
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How to Apply:
If you're passionate about putting customers first and want to make a real difference, click Apply Now to submit your online application and upload your CV, be sure to tell us how your skills and experience make you the perfect fit for this role.
We aim to hold virtual interviews from 27th July and will contact shortlisted candidates to arrange a convenient time.
For more information, please see the full job description or contact Louise Barratt (Customer Manager) at Louise.Barratt@platformhg.com
Early applications are welcomed, as the advert may close before the advertised closing date.
We do not require recruitment agency support at this time - all speculative CV's will be treated as a direct application.
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