Complaints/Customer Experience Advisor

Company and Job Details

Company: Platform Housing Group

Salary: £31,361 to £34,845 a year

Hours: Full-time

Location: B37 7YD

Job type: Permanent

Posting date: 7 Sept 2026

Closing date: 21 Sept 2026

Summary

Salary: Up to £34,845

Location: Home-Based with travel to offices in Solihull and Worcester

Basis: Full-Time, Permanent

Are you experienced in the investigation of customer complaints and are passionate about making a real difference?

We currently have a fantastic opportunity to permanently join our dynamic Customer Experience team.

We are looking for an experienced Customer Experience Advisor that will specialise in complaint investigations but will be able to work collaboratively with all the Customer Experience Team Advisors across our sub teams such as Triage, Quality Assurance, and Aftercare to enable us to effectively manage workloads.

This role is key 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.

What are we looking for from you?

Experience in the investigation of customer feedback and complaints

Experience in multi-channel responses to customer feedback, including social media, google reviews, letter writing, and informal communication methods

Experience of complaint audits

An ability to deal with sensitive and controversial issues in a professional manner

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

Experience in working alongside and influencing teams and processes to resolve complex issues

Experience in introducing or recommending new or improved services

An ability to continually seek improved ways of working and commits to achieving value for money

Where will I be working?

Although this is a home-based role, you will be required to attend meetings at our Worcester or Birmingham office at least once a week, although this will be more during the training period. On occasion, you may also need to visit customer homes as part of case investigations, which could be located anywhere within the geography of our housing stock. A valid driving licence with access to a vehicle or alternative means to travel to locations is essential for this role. A DBS check will be required prior to employment.

What are some of our great 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 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 discounts from a wide range of retailers

Why join us?

This is an exciting opportunity to join a forward-thinking organisation committed to investing in people and places to build a stronger, more sustainable future. If you're ready to make a real difference, apply today!

How can I apply?

Simply click "apply now" to complete a short online application and upload your current CV.

For more information about this role, please find the attached job description or contact recruitment@platformhg.com for more information.

We aim to hold in-person interviews for this position at our Worcester and/or Birmingham office on a date to be confirmed. We will contact you to arrange a suitable time once successfully shortlisted.

#s1-Gen

Are you experienced in the investigation of customer complaints and are passionate about making a real difference?

We currently have a fantastic opportunity to permanently join our dynamic Customer Experience team.

We are looking for an experienced Customer Experience Advisor that will specialise in complaint investigations but will be able to work collaboratively with all the Customer Experience Team Advisors across our sub teams such as Triage, Quality Assurance and Aftercare to enable us to effectively manage workloads.

This role is key 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.

What are we looking for from you?

-Experience in the investigation of customer feedback and complaints

-Experience in multi-channel responses to customer feedback, including social media, google reviews, letter writing and informal communication methods

-Experience of complaint audits

-An ability to deal with sensitive and controversial issues in a professional manner

-Experience in working in partnership with colleagues and external stakeholders at an operational level

-Experience in working alongside and influencing teams and processes to resolve complex issues

-Experience in introducing or recommending new or improved services

-An ability to continually seek improved ways of working and commits to achieving value for money

Where will I be working?

Although this is a home-based role, you will be required to attend meetings at our Worcester or Birmingham office at least once a week, although this will be more during the training period. On occasion, you may also need to visit customer homes as part of case investigations, which could be located anywhere within the geography of our housing stock. A valid driving licence with access to a vehicle or alternative means to travel to locations is essential for this role. A DBS check will be required prior to employment.

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

Why join us?

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