Customer Experience Champion - Housing Operations
Employer: Platform Housing Group
Location: Home based with occasional travel to offices/other locations as required
Working hours: Full time
Salary: £30,161 - £33,512 per annum (depending on experience)
Closing date: 28 November 2025
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Join our Housing Operations team as a Customer Experience Champion!
We're thrilled to launch our brand-new Customer Experience Champion roles! Three of these positions will support our Housing Operations directorate in championing customer feedback and complaints, with a strong focus on de-escalation and continuous improvement.
In this role, you'll act as a key point of contact, providing information to inform complaint responses, ensuring that all committed actions are seen through to completion. You'll also take a leading role in implementing learning identified through customer feedback, driving lasting service improvements.
This is an opportunity to make a real difference by helping us strengthen how we listen to, learn from, and support our customers every day.
Some of your day-to-day tasks will include:
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
Some of the things we are looking for:
Be genuinely customer-focussed with a drive to improve delivery for the customer and business
Experience in housing management/operations is essential as your knowledge and expertise will be key to succeeding in this role
Bring demonstrable experience in a Customer Service role, with strong IT skills
Have proven experience handling front-line customer feedback
Demonstrate strong interpersonal 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
Some of the great benefits we can offer:
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 dependent on employee contributions)
Learning and Development opportunities
Employee reward and recognition scheme with wellbeing hub and discount from a wide range of retailers
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