Job Type:	contract	Duration:	12 months
Category:	Customer Support or Client Care	Recruiter Reference:	994470
URL for Applications:	Apply Here	Salary:

Are you a people person who is passionate about providing exceptional customer experience? 

After a review of our operational practices, we are thrilled to announce an exciting opportunity to welcome four new Customer Experience Assistants to our growing team! 

These roles are offered on a 12-month fixed term contract/secondment to work in our new Complaints Aftercare sub team. The Complaints Aftercare team will ensure that all actions committed to as part of complaint resolutions progress are chased through to completion with the relevant teams and the customer is kept regularly updated. 

In these diverse positions you’ll play an integral role in ensuring that all complaints, compliments, compensation requests, and customer feedback regardless of channel are allocated and seen through to completion effectively in line with current SLAs and the Housing Ombudsman Complaint Handling Code. 

You will be vital in ensuring that all actions committed to as part of complaint resolutions are progress chased through to completion with the relevant teams and the customer is kept regularly updated. You will specialise in complaints’ aftercare but will be able to work collaboratively with all Customer Experience Assistants to enable us to effectively manage workloads. 

We are looking for someone who is enthusiastic with a passion to learn and drive standards to provide an excellent customer experience.  You are key to ensuring that we are putting people first. Your care and empathy will ensure we give every customer that interacts with the Customer Experience Team, the experience that makes them feel as though they matter.  

This is a key role in driving and enhancing our customer/people centric culture, ensuring that customers are heard and 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. 

**Please note that the internal job title for these positions is Customer Experience Assistant**

Some of the things we are looking for: 

Experience of working within an administrative role 

Experience of dealing with customers with complex issues 

Experience in dealing effectively with difficult and sensitive situations 

Understands the importance of using digital methods to engage with customers 

Ability to manage a challenging workload 

Ability to work on own initiative with first class organisational skills, to manage constant (and often conflicting) demands 

Commitment to working as part of a team, and willing to work collaboratively with others at all levels 

Ability to relay accurate information in a timely manner to customers colleagues and partners in a variety of formats including verbal and written 

Ability to deal sensitively and professionally with a wide variety of customers to provide an individual tailored service 

Competent user of MS packages including work and excel 

Experience of the housing sector would be advantageous 

Having a valid driving licence and your own vehicle is essential for this role. You'll could be out and about meeting with customers and partners, and you'll also be spending a minimum of 2 days a week at our Solihull/Worcester office. 

If this sounds like the place for you then we’d love to hear from you. For more information or an informal discussion about this role, please contact Velina Kaneva (Customer Experience Manager) via email: Velina.kaneva@platformhg.com.  

 We aim to hold interviews for this role, the week commencing 13 May 2024 at our Worcester office.