Overview
Join our Housing Operations team as a Customer Experience Champion! We're thrilled to launch our brand-new Customer Experience Champion roles! Three of these positions will support our Housing Operations directorate in championing customer feedback and complaints, with a strong focus on de‑escalation and continuous improvement. In this role, you’ll act as a key point of contact, providing information to inform complaint responses, ensuring that all committed actions are seen through to completion. You'll also take a leading role in implementing learning identified through customer feedback, driving lasting service improvements. This is an opportunity to make a real difference by helping us strengthen how we listen to, learn from, and support our customers every day.
Responsibilities
* Handle escalated calls from the Platform Hub team, providing clear, reassuring responses to customers and helping to de-escalate complaints
* Follow up on transactional survey feedback to address any customer dissatisfaction
* Provide timely information to the Customer Experience team to support independent complaint responses
* Collaborate with colleagues to identify the root causes of complaints, sharing insights to help the Customer Experience team respond effectively
* Gather insights to identify service issues and share learning with colleagues to help improve processes and customer experiences
Qualifications
* Be genuinely customer‑focused with a drive to improve delivery for the customer and business
* Experience in housing management/operations is essential as your knowledge and expertise will be key to succeeding in this role
* Bring demonstrable experience in a Customer Service role, with strong IT skills
* Have proven experience handling front‑line customer feedback
* Demonstrate strong interpersonal and networking skills, with the ability to inspire, influence and motivate a wide range of people
* Work collaboratively, influencing teams and processes to resolve complex issues
Benefits
* 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 contribution scheme with employer contributions of 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
How to Apply
If you're passionate about putting customers first and want 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 the week of 01st December and will contact shortlisted candidates to arrange a convenient time.
Contact
For more information, please see the full job description or contact Gemma Boulton (Head of Customer Experience) at gemma.boulton@platformhg.com. Early applications are encouraged, as the advert may close before the advertised closing date.
#J-18808-Ljbffr