Customer Experience Champion (PPC) – Platform Property Care, Platform Housing Group
Join Platform Property Care as a Customer Experience Champion! We are excited to launch our brand-new roles, supporting Platform Property Care by championing customer feedback and complaints, with a strong focus on de‑escalation and continuous improvement.
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
* Genuinely customer‑focused with a drive to improve delivery for the customer and business.
* Demonstrable experience in a Customer Service role with strong IT skills.
* Practical experience of housing management and repairs/maintenance.
* Proven experience handling front‑line customer feedback.
* Strong interpersonal and networking skills, with the ability to inspire, influence, and motivate a wide range of people.
* Collaborative approach, 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 including 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. 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 1st December and will contact shortlisted candidates to arrange a convenient time.
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.
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