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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.
- Benefits: Enjoy generous leave, family-friendly policies, and a strong pension scheme.
- Why this job: Make a real impact by improving customer satisfaction and service delivery.
- Qualifications: Experience in leading customer-facing teams and managing complex cases.
- Other info: Home-based role with travel to offices; excellent growth opportunities.
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’re excited to expand our team with a Customer Experience Manager.
In this key role, you’ll 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’ll 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’ll drive a consistently excellent customer experience. You’ll 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
Requirements / Qualifications
- 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 bank holidays, with the flexibility to buy or sell leave
- Family-friendly policies: Includes generous parental leave and urgent domestic leave to support your loved ones
- Wellbeing & healthcare: Access to Medicash and Health Cash Plan benefits.
- Pension & protection: Employer contributions of up to 12% (inclusive of life assurance, based on employee contributions).
- Growth & recognition: Opportunities for learning and development, plus a reward and recognition scheme.
How to Apply
If you’re a passionate leader that wants 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 in-person interviews from 16th February 2026 at our Birmingham Business Park Office (B37 7YD) and will contact shortlisted candidates to arrange a convenient time. For more information, please see the full job description or contact Tara Mitchell (Head of Customer PPC) at Tara.Mitchell@platformhg.com. Early applications are welcomed, as the advert may close before the advertised closing date.
Customer Experience Manager (Housing Repairs/Maintenance) 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)
✨Tip Number 1
Get to know the company inside out! Research Platform Property Care, their values, and recent projects. This way, when you chat with them, you can show off your knowledge and passion for improving customer experience.
✨Tip Number 2
Practice your storytelling skills! Prepare examples of how you've led teams or resolved complex customer issues in the past. We want to hear about your successes and how you can bring that magic to our team.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might just help you stand out during the interview process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining us at Platform Property Care.
We think you need these skills to ace Customer Experience Manager (Housing Repairs/Maintenance)
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for improving customer experience shine through. We want to see how your passion aligns with our mission at Platform Property Care!
Tailor Your CV: Make sure your CV highlights relevant experience in leading customer-facing teams and managing complex cases. We love seeing how your background fits the role, so don’t hold back on those details!
Be Specific: In your cover letter, provide specific examples of how you've driven improvements in customer service. We’re all about data and insights, so share any metrics or feedback that showcase your impact.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Platform Housing Group
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends and best practices in customer experience, especially in housing repairs. Be ready to discuss how you've improved customer outcomes in previous roles and how you can apply that knowledge at Platform Property Care.
✨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 deliver excellent service or resolved complex customer issues. This will demonstrate your ability to lead and inspire others.
✨Data is Your Best Friend
Since the role involves using data to drive performance improvements, come prepared with examples of how you've used data and customer feedback to make meaningful changes in your previous positions. Highlight any metrics or results that showcase your impact.
✨Be Ready for Scenario Questions
Expect questions about handling sensitive or high-risk customer cases. Prepare to discuss your approach to de-escalation and early resolution. Use the STAR method (Situation, Task, Action, Result) to structure your answers and show how you effectively managed challenging situations.
