Job Description

Are you passionate about Customer Experience and can help us make a difference?

We have an exciting opportunity for a

Customer Experience Business Partner

to join our friendly fast paced team on a permanent basis.


This is an exciting time to join the Customer Experience team and work with other areas of the business to support them in the implementation of service improvements based on customer feedback, ensuring that customers are heard, understood and receive an outstanding end to end customer journey.


This role is critical to enabling the business to deliver a seamless customer experience across all departments and learn from customer complaints and feedback.


A key part of the role will be analysing trends in customer satisfaction and dissatisfaction and completing root cause analysis from complaints and satisfaction data. The focus is to ensure service improvements and learning's take place, and positive change happens as a result.

We are looking for people who are:

Able to use customer complaints and feedback to improve services. Able to produce root cause analysis and deliver timely reports from various databases to the business. A key influencer in working with colleagues and external stakeholders in a large organisation Not afraid to challenge and to drive positive change Able to communicate with colleagues at all levels with the ability to inspire and motivate a wide range of people to ensure that change happens

Please note that although this role is home based you will also be required to attend meetings at our Worcester/Solihull office and on occasion may 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

How to apply:

Click

"Apply Now"

to become part of a passionate team making a real difference and play a key role in shaping exceptional customer experience.


For more information about this role, please find the attached job description or if you wish to arrange an information discussion, feel free to contact Velina Kaneva, Customer Experience Manager (Business Partnering) velina.kaneva@platformhg.com

Interviews:

We plan to hold

in-person interview

s for this role during the week commencing

23rd June 2025

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


Early applications are encouraged as we may close the advert earlier than the anticipated closing date.

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.