Customer Experience Advisor

Are you a people person that can help us make a real difference?

We currently have an exciting opportunity to join our recently expanded Customer Experience Team as a Customer Experience Advisor.

There are 3 key areas of responsibility within the team one of the areas focuses on early resolution for our customers. This team will be responsible for investigating all quick resolution complaints, following up on customer surveys, processing compensation payments, actioning social media complaints, providing specialist advice to colleagues, recording all group compliments, and identifying learning opportunities.

Another key area of the team will be responsible for administering all customer experience activity, investigation of all formal complaints and all correspondence with the Housing Ombudsman Service, accreditation with the Institute of Customer Service, Customer journey mapping, customer experience advice, tailoring services, monitoring customer service standards and identifying learning opportunities that can be fed through to the Learning Outcomes section of the team. ?

We are looking for a Customer Experience Advisor to work in both areas of the team, so we will be seeking people that can be flexible and be willing to cover both areas You will work alongside a team of Customer Experience Advisors and will be supported by our Customer Experience Assistants. ?

This is a key role in driving and enhancing our customer/people centric culture, ensuring that customers are heard, understood, and receive an outstanding end to end customer journey that ensures we deliver our corporate strategy, live our values, and create proud people matter customer experiences.

We Are Looking For People Who Are

Experienced in the investigation of quick resolution complaints and formal complaints.

Able to deal with sensitive and controversial issues in a professional manner.

Experienced in working in partnership with colleagues and external stakeholders at an operational level.

Experienced in working alongside and influencing teams and processes to resolve complex issues.

Experienced in introducing or recommending new or improved services.

Able to continually seek improved ways of working and commits to achieving Value for Money.

Previous experience working in the housing sector would be?advantageous.

While this role is home based, it is essential that you have a driving licence and the use of a vehicle to enable you to travel and meet with customers as required. Business mileage can be claimed back in line with the current Inland Revenue Mileage Allowance Payment rates

A DBS check will also be needed before commencing the role.

To find out more about the benefits of working for Platform, please visit our careers page: Join Our Team ¦ Platform Housing Group (platformhg.com)

If this sounds like the role for you then we’d love to hear from you. For more information or an informal discussion about this role, please contact: Donna Flecknell, Customer Experience Manager (Service Delivery Team)

Interviews for the role are likely to be held on 23rd/24th March 2022.