Job Description

Are you a people person who is passionate about providing exceptional customer experience?

We are delighted to offer an exciting opportunity to join our dynamic team as a Customer Experience Assistant.

This role is available on a fixed-term contract until 31st March 2026.

As a Customer Experience Assistant, you will be a vital point of contact within the Customer Experience Team, handling enquiries from both internal and external customers. You will play a key role in delivering and championing exceptional customer service, ensuring compliance with regulatory requirements in line with the Housing Ombudsman Code.


You should be confident in managing multiple tasks with competing deadlines, demonstrating strong administrative skills and keen attention to detail. Strong telephone skills are essential, enabling you to understand customer enquiries and maintain accurate records.


This is a fantastic opportunity with full training provided, giving you the chance to expand your knowledge of the housing sector and make a real impact. If you're enthusiastic, eager to learn, and committed to raising standards to deliver an exceptional customer experience, we'd love to hear from you! Your care and empathy will ensure every customer feels heard, valued, and genuinely supported.

Your key responsibilities will include:

Providing administrative support to the entire Customer Experience Team. Administering and coordinating the Complaints, Compliments, and Comments Policy, while offering general administrative support across all Customer Experience sub-teams. Managing all group compensation requests. Overseeing the process for Councillor and MP enquiries. Supporting the team in ensuring a robust and consistent approach to gathering and managing customer satisfaction. Handling a wide range of customer interactions, ensuring a smooth experience--so the ability to quickly build rapport and understand customer needs is essential.

Some of the things we are looking for:

Customer service experience and experience of dealing with customers with complex issues Administrative experience with proficiency in MS Office packages, including Word and Excel Experience in dealing effectively with difficult and sensitive situations Ability to relay accurate information in a timely manner to customers, colleagues and partners in a variety of formats including verbal and written Ability to manage a challenging workload and commitment to working as part of a team, and willing to work collaboratively with others at all levels

This is a home-based role with a requirement to work from our offices at Birmingham Business Park/Worcester two days per week. Ideally, you should be within a commutable distance of both locations.

Please note

that the internal job title for this position is Customer Experience Assistant

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 and Learning and Development opportunities 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) Employee reward and recognition scheme with wellbeing hub and discount from a wide range of retailers

If this sounds like the right opportunity for you, we'd love to hear from you. For more information about the role, please refer to the attached job description or contact Molly Adlam-Pitt, Customer Experience Team Leader, at Molly.Adlam-Pitt@platformhg.com.


We plan to hold interviews for this role on

21st August 2025

at Birmingham Business Park (B37 7YD) 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.