At a Glance
- Tasks: Champion customer feedback and drive service improvements in housing repairs.
- Company: Join Platform Property Care, a leader in customer-focused housing solutions.
- Benefits: Enjoy up to 28 days leave, health cash plan, and flexible working options.
- Other info: Dynamic role with opportunities for personal growth and development.
- Why this job: Make a real difference by enhancing customer experiences in a supportive team.
- Qualifications: Experience in housing management and strong customer service skills required.
The predicted salary is between 34845 - 34845 £ per year.
Overview
Customer Experience Champion £31,361 - £34,845 per annum (depending on experience).
Based in the Solihull office around three days a week, plus offers some flexibility for home working.
Permanent, 35 hours per week.
Join Platform Property Care as a Customer Experience Champion!
Following the successful launch of our Customer Experience Champion roles, we are continuing to grow the team and are looking for a Customer Experience Champion to support our teams across Birmingham and the surrounding areas.
The role is based at our Birmingham Business Park office near Solihull and offers flexibility for home working.
This role plays a vital part in supporting Platform Property Care (PPC) by championing customer feedback and complaints, with a strong focus on de-escalation, customer advocacy, and continuous improvement.
Responsibilities
- As a Customer Experience Champion, you\'ll act as a key point of contact, providing information to inform complaint responses and ensuring that all committed actions are followed through to completion.
You\'ll also take a leading role in implementing learning identified through customer feedback, helping to drive lasting service improvements.
- Handle escalated calls from the Platform Hub team, providing clear, reassuring responses to customers and helping to de-escalate complaints.
- Follow up on transactional survey feedback to address any customer dissatisfaction.
- Provide timely information to the Customer Experience team to support independent complaint responses.
- Collaborate with colleagues to identify the root causes of complaints, sharing insights to help the Customer Experience team respond effectively.
- Gather insights to identify service issues and share learning with colleagues to help improve processes and customer experiences.
Qualifications
- Practical experience of housing management and repairs/maintenance is essential.
- Be genuinely customer-focused with a drive to improve delivery for the customer and business.
- Bring demonstrable experience in a Customer Service role, with strong IT skills.
- Have proven experience handling front-line customer feedback.
- Demonstrate strong people-focused communication and networking skills, with the ability to inspire, influence and motivate a wide range of people.
- Work collaboratively, influencing teams and processes to resolve complex issues.
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 contribution scheme with employer contributions of up to 12% (inclusive of life assurance and based on employee contributions).
- Learning and Development opportunities.
- Employee reward and recognition scheme with wellbeing hub and discount from a wide range of retailers.
How to Apply
If you\'re passionate about putting customers first and want to make a real difference, click Apply Now to submit your online application and upload your CV, be sure to tell us how your skills and experience make you the perfect fit for this role.
We aim to hold virtual interviews from 27th July and will contact shortlisted candidates to arrange a convenient time.
For more information, please see the full job description or contact Louise Barratt (Customer Manager) at .
Early applications are welcomed, as the advert may close before the advertised closing date.
We do not require recruitment agency support at this time - all speculative CVs will be treated as a direct application.
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Champion (Housing Repairs/Maintenance) in Coleshill
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Platform Housing Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Platform Housing Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Champion (Housing Repairs/Maintenance) in Coleshill
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Platform Housing Group:Your cover letter is your chance to shine! Tell us why you want to work at Platform Housing Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Platform Housing Group!
How to prepare for a job interview at Platform Housing Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
