Overview
Join Platform Property Care as a Customer Experience Manager! Are you passionate about improving customer experience and leading a high-performing team? Platform Property Care (PPC), part of Platform Housing Group, is a well-established property maintenance business, and we’re excited to expand our team with a Customer Experience Manager.
In this key role, you’ll manage our Customer Experience Champions and Customer Liaison Officers (CLOs), providing clear leadership and acting as an escalation point for customer feedback and complaints across PPC.
You’ll support and empower CLOs to remain a consistent, trusted point of contact for customers, ensuring customers feel informed, supported, and confident in the service being delivered throughout their complex, sensitive or high impact repair journey. With a strong focus on early resolution and effective de-escalation, you’ll drive a consistently excellent customer experience. You’ll also play a key role in turning customer insight into meaningful change, using feedback, complaints, and data to reduce repeat issues, improve satisfaction, and embed a culture of accountability and continuous improvement across Platform Property Care.
This is your chance to make a real difference by improving the way we listen to, learn from, and support our customers every day.
What you'll be doing day-to-day
* Lead and coach your team to deliver excellent customer service, setting clear standards for communication, complaints prevention, and service recovery
* Support the team in improving customer outcomes in ensuring repairs progress efficiently and expectations are clearly managed
* Monitor daily case activity, identify risks, and act as needed
* Act as the senior escalation point for complex or sensitive customer issues
* Collaborate with operational teams, planners, and contractors to ensure remedial actions are delivered right first time
* Drive continuous improvement, using insight, feedback, and data to enhance processes and customer outcomes
We're looking for someone who
* Has experience leading customer-facing teams in social housing, property services, or a similar regulated environment
* Is passionate about improving customer experience and outcomes
* Experience managing complex customer cases, including escalation, service recovery, and early complaint resolution
* Confidently uses data and customer insight to drive performance and improvements
* Experience working collaboratively with operational teams, contractors, and internal stakeholders to resolve customer issues
* Can manage sensitive or high-risk cases and prioritise effectively in a dynamic environment
Although this is a home-based role, you will be required to attend meetings at our Worcester, Solihull office and Louth offices as needed.
Benefits
* Generous annual leave: Up to 28 days plus bank holidays, with the flexibility to buy or sell leave
* Family-friendly policies: Includes generous parental leave and urgent domestic leave to support your loved ones
* Wellbeing & healthcare: Access to Medicash and Health Cash Plan benefits
* Pension & protection: Employer contributions of up to 12% (inclusive of life assurance, based on employee contributions)
* Growth & recognition: Opportunities for learning and development, plus a reward and recognition scheme
How to Apply
If you're a passionate leader that wants 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 in-person interviews from 16 February 2026 at our Birmingham Business Park Office (B37 7YD) and will contact shortlisted candidates to arrange a convenient time.
For more information, please see the full job description or contact Tara Mitchell (Head of Customer PPC) at Tara.Mitchell@platformhg.com.
Early applications are welcomed, as the advert may close before the advertised closing date.
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