Customer Experience Champion
£31,361 - 34,845 per annum (depending on experience)
Permanent 35 hours per week
Based in Birmingham Business Park near Solihull, with flexibility for home working.
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
* Practical experience in housing management and repairs/maintenance
* 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
* 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 mindset, 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, physiotherapy and complementary therapies
* 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 discounts from a wide range of retailers
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