Customer Experience Champion – £31,361 – £34,845 per annum (depending on experience) – Permanent – 35 hours per week – Based in the Solihull office around three days a week, with some flexibility for home working.
Join Platform Property Care as a Customer Experience Champion! Following the launch of our Customer Experience Champion roles, we're continuing to grow the team and have three additional positions available. One of these will support our teams across Birmingham and surrounding areas, based at our Birmingham Business Park office near Solihull, with some flexibility for home working.
Essential 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 improve processes and customer experiences.
Desired Qualifications & Skills
* Practical experience of housing management and repairs/maintenance.
* Genuine customer‑focussed attitude with a drive to improve delivery for the customer and business.
* Demonstrable experience in a Customer Service role, with strong IT skills.
* Proven experience handling front‑line customer feedback.
* Strong people‑focused communication and networking skills, with the ability to inspire, influence and motivate a wide range of people.
* Collaborative working style, 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 £1,700 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 based on employee contributions).
* Learning and Development opportunities.
* Employee reward and recognition scheme with wellbeing hub and discount from a wide range of retailers.
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