Job Description

Are you experienced in the investigation of customer complaints and are passionate about making a real difference?

We currently have exciting opportunities within our growing Customer Experience Team and are looking for experienced complaints professionals to join us on a fixed-term contract until the

end of March 2026

.


We are looking for three Customer Experience Advisors that will specialise in complaint investigations but will be able to work collaboratively with all the Customer Experience Team Advisors across our sub teams such as Triage, Quality Assurance and Aftercare to enable us to effectively manage workloads.


This role is key in driving and enhancing our customer/people centric culture, ensuring that customers are heard and 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.

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

Some of the things we are looking for:

Experience 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 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. It is essential that you can travel for this role, and you will also need to undergo a DBS check prior to your employment.

Please note that although this role offers home working, occasional in-person meetings at our Worcester/Solihull office will be required. Additionally, you may need to visit customer homes as part of case investigations, covering various locations across 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. Employee reward and recognition scheme with wellbeing hub and discount from a wide range of retailers.

Why join us?

This is an exciting opportunity to join a forward-thinking organisation committed to investing in people and places to build a stronger, more sustainable future. If you're ready to make a real difference, apply today!

How to apply:

Simply click

"Apply Now"

to complete a short online application and upload your current CV.


For more information about the role, please refer to the attached job description or contact our Customer Experience Team Leaders: Georgia Brundsen at: Georgia.Brundsen@platformhg.com. or Andy Skinner at: Andy.Skinner@platformhg.com


We plan to hold in-person interviews for this role starting from

31st July 2025

and will contact shortlisted candidates to arrange a suitable time.

Join us and find your purpose at Platform!

Working with us is more than just a job, you will be joining an amazing organisation that values you and your contribution, and where you can truly make a difference and change people's lives.


You will join the largest social housing association in the Midlands. We're much more than just houses; we build homes, strong communities, and make a real and positive difference to the lives of our customers.


We recognise the unique and individual needs of people, so if you are interested in this role but would like to explore a different way of working to the standard Monday to Friday, 9-5 approach, then please highlight this on your application or discuss it with us at the interview stage. After all, we want to attract the best people to work for us and we know that one size does not fit all.


Platform is a great place to work, we offer lots of opportunities for you to get involved, share ideas and shape what we do - from networking groups through to fun community and social events. This is an exciting time to join us, that will provide you with real exposure to the wider dynamics of a truly modern housing association that will play a major part in delivering our 5-year corporate strategy.


If we receive a high number of applications, this vacancy may expire prior to the closing date. Please apply early to avoid disappointment.


Platform Housing Group are committed to building a healthy, vibrant and inclusive organisation that treats people with respect and creates opportunities for all.