Job Description

Are you experienced in investigating customer complaints and passionate about making a real difference?

We have some fantastic opportunities to join our dynamic Customer Experience team

on fixed-term contracts,

one running until

31 March 2026

and two until

October 2026.

We are looking for experienced Customer Experience Advisor's 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.



These roles play a vital part 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 internal job title for this

position is Customer Experience Advisor

We are looking for people who are:

Experienced in the investigation of complex customer feedback and complaints Experienced in multi-channel responses to customer feedback, including social media, googles reviews, letter writing and informal communication methods Previous experience working in the housing sector would be highly advantageous Experience of complaint audits and 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 Able to continually seek improved ways of working and commits to achieving Value for Money

Working Arrangements:

This is a home-based role. However, you'll need to travel to our offices in Worcester and Birmingham Business Park for meetings as required. You may also visit customers in their homes as part of case investigations across our housing areas, so a valid driving licence and access to a vehicle or reliable transport are essential.



A basic DBS check will also be required before you start in the role.

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 an online application and upload your current CV, be sure to tell us how you meet the criteria for the roles.



If you would like further information about this role, please see the attached job description. To arrange an informal discussion, feel free to contact Andy Skinner or Molly Adlam-Pitt, Customer Experience Team Leaders, at Andy.Skinner@platformhg.com or Molly.Adlam-Pitt@platformhg.com

Interviews:

We aim to hold in-person interviews for these positions at our Birmingham Business Park office (B37 7YD) from

12

th

November 2025

and will contact you to arrange a suitable time once successfully shortlisted.