Customer Experience Assistant (FTC until 31st March 2027)

Customer Experience Assistant – FTC until 31st March 2027
Salary up to £27,522 depending on experience
Home based with occasional travel to our offices for meetings

Are you a people person who is passionate about providing exceptional customer experience?   

We're expanding our Customer Experience Team here at Platform and have an exciting opportunity for a Customer Experience Assistant to join us, on a fixed term contracts basis until 31st March 2027.

As one of our Customer Experience Assistants, you'll play a vital role in supporting complaints, compliments, comments, compensation requests, and enquiries from councillors and MPs. You'll help ensure cases are handled efficiently, customers feel heard, and service improvements are identified. This is a great opportunity for someone who cares about people and thrives in a varied, fast‑paced environment.

You will support the Customer Experience Team by delivering high‑quality customer service and ensuring customers feel valued. Act as a central point of contact for complaints, compliments, comments, compensation, and councillor/MP enquiries. Provide strong administrative support across all sub‑teams and contribute to customer satisfaction processes and the Customer Experience Roadmap.

In your role as Customer Experience Assistant, your work will include:

• Manage complaints, compliments, comments, and escalations.
• Administer group compensation payments.
• Coordinate councillor and MP enquiries.
• Support investigations and track case progress to ensure deadlines are met.
• Monitor customer feedback channels and issue acknowledgements.
• Conduct dissatisfaction follow‑ups and closure surveys.
• Maintain accurate records, filing, scanning, and minute taking.
• Use customer insight data to support service improvements.
• Champion customer engagement across the organisation.
• Adhere to financial regulations and ensure value for money.
• Build effective relationships with customers, colleagues, and external partners.
• Support digital processes and contribute to policy and procedure reviews.

We're looking for someone who is:
 

• Experienced in supporting customers with complex or sensitive issues
• Has strong organisational skills and ability to prioritise
• Is clear and professional when communicating
• Empathetic, impartial, and provides a customer‑focused approach
• Confident using Microsoft Word and Excel
• A full driving licence and access to your own vehicle
• Ability to travel between offices and work flexibly when required
• GCSEs in Maths and English (A–C)

Why Join Platform Housing Group?

We're proud to be a great place to work. You'll be part of a supportive, inclusive organisation that invests in your development and wellbeing. We offer:

• A flexible, agile working environment
• Comprehensive training and development
• Family‑friendly policies
• A culture that values collaboration, innovation, and continuous improvement
• Business mileage reimbursement
• A supportive team that lives our values every day

If you're ready to make a real impact and help drive service improvement at the highest level — click Apply Now and upload your CV.

Interviews to be held at the Birmingham Business Park office on 27th May 2026.

For more information, please refer to the full job description or contact us via email: recruitment@platformhg.com.

We encourage early applications as we may close the advert early if we receive a high volume of applicants.