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- Tasks: Lead a team to enhance customer experience in housing repairs and maintenance.
- Company: Join Platform Property Care, a leader in property maintenance with a focus on customer satisfaction.
- Benefits: Competitive salary, generous annual leave, and opportunities for professional growth.
- Why this job: Make a real impact by improving customer support and driving positive change.
- Qualifications: Experience in leading customer-facing teams and managing complex cases.
- Other info: Home-based role with travel to offices in Solihull, Worcester, and Louth.
The predicted salary is between 33800 - 43000 £ per year.
Home based with travel required to Solihull/Worcester/Louth offices.
£38,809 – £43,121 per annum (depending on experience).
Join Platform Property Care as a Customer Experience Manager! Are you passionate about improving customer experience and leading a high-performing team? Platform Property Care (PPC), part of Platform Housing Group, is a well-established property maintenance business, and we are excited to expand our team with a Customer Experience Manager.
In this key role, you will manage our Customer Experience Champions and Customer Liaison Officers (CLOs), providing clear leadership and acting as an escalation point for customer feedback and complaints across PPC. You will support and empower CLOs to remain a consistent, trusted point of contact for customers, ensuring customers feel informed, supported, and confident in the service being delivered throughout their complex, sensitive or high impact repair journey.
With a strong focus on early resolution and effective de-escalation, you will drive a consistently excellent customer experience. You will also play a key role in turning customer insight into meaningful change, using feedback, complaints, and data to reduce repeat issues, improve satisfaction, and embed a culture of accountability and continuous improvement across Platform Property Care. This is your chance to make a real difference by improving the way we listen to, learn from, and support our customers every day.
Responsibilities:- Lead and coach your team to deliver excellent customer service, setting clear standards for communication, complaints prevention, and service recovery.
- Support the team in improving customer outcomes in ensuring repairs progress efficiently and expectations are clearly managed.
- Monitor daily case activity, identify risks, and act as needed.
- Act as the senior escalation point for complex or sensitive customer issues.
- Collaborate with operational teams, planners, and contractors to ensure remedial actions are delivered right first time.
- Drive continuous improvement, using insight, feedback, and data to enhance processes and customer outcomes.
- Has experience leading customer-facing teams in social housing, property services, or a similar regulated environment.
- Is passionate about improving customer experience and outcomes.
- Experience managing complex customer cases, including escalation, service recovery, and early complaint resolution.
- Confidently uses data and customer insight to drive performance and improvements.
- Experience working collaboratively with operational teams, contractors, and internal stakeholders to resolve customer issues.
- Can manage sensitive or high-risk cases and prioritise effectively in a dynamic environment.
Although this is a home-based role, you will be required to attend meetings at our Worcester, Solihull office and Louth offices as needed.
Benefits:Generous annual leave: Up to 28 days plus.
Customer Experience Manager (Housing Repairs/Maintenance) in Birmingham employer: Platform Housing Group
Contact Detail:
Platform Housing Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager (Housing Repairs/Maintenance) in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing repairs and maintenance sector. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their approach to customer experience and think of examples from your past that align with their mission. This will show them you’re not just another candidate, but someone who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience leading customer-facing teams can make a difference at Platform Property Care. Highlight your passion for improving customer outcomes and how you’ve successfully managed complex cases in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Platform Property Care.
We think you need these skills to ace Customer Experience Manager (Housing Repairs/Maintenance) in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your experience in leading customer-facing teams and managing complex cases, as this will show us you understand what we're looking for.
Show Your Passion: We want to see your enthusiasm for improving customer experience! Use specific examples from your past roles where you've made a positive impact on customer satisfaction or resolved tricky issues.
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point about your skills and experiences that relate to the job.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Platform Housing Group
✨Know Your Customer Experience Stuff
Make sure you brush up on your knowledge of customer experience, especially in the housing repairs and maintenance sector. Familiarise yourself with common challenges and solutions in this field, as well as any recent trends or changes in regulations that might affect customer service.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you coached team members to improve their performance or resolved complex customer issues. This will demonstrate your ability to lead and inspire others, which is crucial for this role.
✨Be Data-Savvy
Since the role involves using data to drive improvements, be ready to discuss how you've used data in previous roles. Bring examples of how you've turned customer feedback into actionable insights and improved processes. This will show that you can make data-driven decisions.
✨Practice Your Communication Skills
As a Customer Experience Manager, you'll need to communicate effectively with various stakeholders. Practice articulating your thoughts clearly and confidently. Consider role-playing potential interview questions with a friend to refine your responses and ensure you come across as approachable and knowledgeable.
