Complaints / Customer Experience Assistant opportunities

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
  
  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.

Join us and find your purpose at Platform!

Working with us is more than just a job, you will be joining an amazing organisation that values you and your contribution, and where you can truly make a difference and change people's lives.

You will join the largest social housing association in the Midlands. We're much more than just houses; we build homes, strong communities, and make a real and positive difference to the lives of our customers.

We recognise the unique and individual needs of people, so if you are interested in this role but would like to explore a different way of working to the standard Monday to Friday, 9-5 approach, then please highlight this on your application or discuss it with us at the interview stage. After all, we want to attract the best people to work for us and we know that one size does not fit all.

Platform is a great place to work, we offer lots of opportunities for you to get involved, share ideas and shape what we do - from networking groups through to fun community and social events. This is an exciting time to join us, that will provide you with real exposure to the wider dynamics of a truly modern housing association that will play a major part in delivering our 5-year corporate strategy., We put colleagues and customers at the heart of all we do. Valuing difference, we are free to challenge each other and are open and honest in our relationships.

Own It
We say what we'll do and then we do it. We listen, understand and are empowered to make decisions. We look for our own ways to learn and adapt and focus on what we can do.

One Team
We are connected, collaborative and in it together. We want everyone to reach their potential and be the best they can be. We actively support each other to make this happen.

Be Brave
We are curious and courageous. We look for better ways to do things, are comfortable trying them and learn quickly. We are not afraid to stand out from the rest and celebrate our successes.

Salary £23,342 - £25,936 per annum (depending on experience)
Location Home Based/Hybrid Midlands with weekly travel as required
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This is a Temporary, Full Time vacancy that will close in {x} days at {xx:xx} BST.