| Job Type: | contract | Duration: | 11 months |
| Category: | Customer Support or Client Care | Recruiter Reference: | 995935 |
| URL for Applications: | Apply Here | Salary: | |
Are you experienced in the investigation of customer complaints and are passionate about making a real difference?
We currently have an exciting opportunity available within our growing Customer Experience Team and are looking for an experienced complaint professional to join the team on a maternity cover contract until March 2025.
This is a part-time role working 28 hours per week and attracts a part-time salary of £23,661 - £26,290 per annum depending on your skills and experience.
This is an exciting time for the Customer Experience Team, we have reviewed the current operating model and are changing the way we work to make us more effective. We are looking for an experienced Customer Experience Advisor that will specialise in either investigations, quality assurance or triage but will be able to work collaboratively with all the Customer Experience Team Advisors to enable us to effectively manage workloads.
These roles will be key 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 customer feedback and complaints
Experienced in multi-channel responses to customer feedback, including social media, googles reviews, letter writing and informal communication methods
Experience of complaint audits and be 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 and able to seek improved ways of working
Previous experience working in the housing sector would be advantageous.
It is essential that you have a driving licence for this role, and you will also need to undergo a DBS check prior to your employment.
Please note that although this role is home based you will also be required to attend meetings at our Worcester/Solihull office and on occasion will be required to visit customer homes as part of some case investigations (these can be anywhere within the geography of our housing stock)
*Please note that the internal job title for this role is Customer Experience Advisor*
Some of the great benefits we can offer you:
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 which includes 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 scheme with minimum employee contributions of up to 3% and Platform will contribute up to 12% (inclusive of life assurance and dependent on employee contributions)
Learning and Development opportunities
Salary sacrifice electric vehicle scheme
Employee reward and recognition scheme with wellbeing hub and discount from a wide range of retailers
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 Laura Hooper (Customer Experience Team Leader) via email: Laura.Hooper@platformhg.com
We aim to hold virtual interviews for this role will contact you to arrange a suitable time.