Salary
£35,188 + £4,939 out of hours payment + excellent benefits
Location
Home based (with travel to Solihull/Worcester office as required)
Mergefield Title
{Mergefield Value}
Mergefield Title
{Mergefield Value}
This is a Temporary, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Platform Housing Group is a not-for-profit organisation that reinvests profits into building more homes and engaging with communities.
We’re looking for a dedicated and resilient Customer Services Team Leader to join our Out-of-Hours team on a fixed-term basis (up to 12 months).
We’re Platform Housing Group – a customer-first housing association committed to delivering exceptional service 24/7. Our Out-of-Hours Contact Centre is a vital emergency service, handling urgent housing-related issues when others are offline. We’re proud of the impact we make – and now we’re looking for a confident, compassionate, and capable leader to join our night team.
You’ll lead a small team remotely during night shifts (4-on, 4-off, 8PM–8AM), handling emergency calls such as floods, fires, or urgent repairs. As the key decision-maker on shift, you’ll triage incidents, manage escalations, coach your team, keep team motivated and ensure quality customer experiences.
Please note this is a Fixed Term Contract for up to 12 months, fully remote once 2-week induction has been completed. The induction will be at our site in Birmingham Business Park and during business hours.
About You
You’ll have strong customer service experience, ideally from a call centre, housing, or emergency response background. You’re confident working independently, calm under pressure, and quick to make decisions in challenging situations. Leadership experience is highly desirable, particularly in remote or night-shift environments.
What matters most is your ability to support others, stay composed during emergencies, and lead a team with empathy and professionalism. In return, you’ll receive full training, ongoing support, and access to accredited development.
To join our team, you’ll also be;
Self-sufficient and decisive – able to lead confidently during quiet hours
Empathetic and resilient – able to support customers in distress
Motivational – keeping a small, remote team engaged and supported
Experienced – ideally with 5+ years in a contact centre or emergency service environment
The Company
Join us and find your purpose at Platform!
Working with us is more than just a job, you will be joining an amazing organisation that values you and your contribution, and where you can truly make a difference and change people’s lives.
You will join the largest social housing association in the Midlands. We're much more than just houses; we build homes, strong communities, and make a real and positive difference to the lives of our customers.
We recognise the unique and individual needs of people, so if you are interested in this role but would like to explore a different way of working to the standard Monday to Friday, 9-5 approach, then please highlight this on your application or discuss it with us at the interview stage. After all, we want to attract the best people to work for us and we know that one size does not fit all.
Platform is a great place to work, we offer lots of opportunities for you to get involved, share ideas and shape what we do - from networking groups through to fun community and social events. This is an exciting time to join us, that will provide you with real exposure to the wider dynamics of a truly modern housing association that will play a major part in delivering our 5-year corporate strategy.
If we receive a high number of applications, this vacancy may expire prior to the closing date. Please apply early to avoid disappointment.
Platform Housing Group are committed to building a healthy, vibrant and inclusive organisation that treats people with respect and creates opportunities for all.
We put colleagues and customers at the heart of all we do. Valuing difference, we are free to challenge each other and are open and honest in our relationships.
Own It
We say what we'll do and then we do it. We listen, understand and are empowered to make decisions. We look for our own ways to learn and adapt and focus on what we can do.
One Team
We are connected, collaborative and in it together. We want everyone to reach their potential and be the best they can be. We actively support each other to make this happen.
Be Brave
We are curious and courageous. We look for better ways to do things, are comfortable trying them and learn quickly. We are not afraid to stand out from the rest and celebrate our successes.
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Privacy Policy
Platform Housing Group Privacy Statement
The following explains how we Platform Housing Group (Controllers) intend to use the information you provide in your application, along with your rights, our reasons for requesting it and who will have access to it.
As defined by the General Data Protection Regulation (GDPR) Platform Housing Group is the Data Controller and ultimately responsible for ensuring the data you provide is kept secure, processed correctly and that you understand your legal rights in relation to the data you provide.
The recruitment software we use via this website is supplied by IRIS Software Group Limited and they are defined as a Data Processor under the GDPR. They will only process your data in accordance with our instructions.
IRIS can be contacted at: 4th Floor Heathrow Approach, 470 London Road, Slough, England, SL3 8QY
For Data Protection enquiries, please contact the Help Desk at support@networxrecruitment.com
What information do we collect from you?
We collect information that is specifically provided by you as part of an application process.
We will collect the following (but not limited to):
Name, address, email, telephone number
Equal opportunities monitoring information (defined as special categories data) - this information is purely for statistical analysis and monitoring purposes
Answers to application questions
Any other information you wish to provide in support of your application
We collect this information in a variety of ways. For example, data might be contained in application forms, obtained from your passport or other identity documents, or collected through interviews or other forms of assessment.
We will also collect personal data about you from third parties, such as references supplied by former employers and information from criminal record checks. We will seek information from third parties only once a job offer to you has been made and will inform you that we are doing so.
Data will be stored in a range of different places, including on your application record, in HR management systems and on other IT systems (including email).
By agreeing to this privacy statement, you are allowing us to form a contract that will mean we can use your details and information presented so that we can assess your suitability for employment with us and carry out our statistical analysis.
Why do we collect this information?
We need to process data to take steps at your request prior to entering into a contract with you. We also need to process your data to enter into a contract with you. In some cases, we need to process data to ensure that we are complying with our legal obligations. For example, we are required to check a successful applicant’s eligibility to work in the UK before employment starts.
We have a legitimate interest in processing personal data during the recruitment process and for keeping records of the process. Processing data from you allows us to manage the recruitment process, assess and confirm your suitability for employment and decide to whom to offer a job. We may also need to process data from you to respond to and defend legal claims.
Where we rely on legitimate interests as a reason for processing your data, we have considered whether or not those interests are overridden by the rights and freedoms of employees or workers and have concluded that they are not.
We process health information if we need to make reasonable adjustments to the recruitment process for applicants who have a disability. This is to carry out our obligations and exercise specific rights in relation to employment.
Where we process other special categories of data, such as information about ethnic origin, sexual orientation, health or religion or belief, this is for equal opportunities monitoring purposes. Please note that no special category data is visible on your application form and the data is collected for statistical analysis only.
Who do we share your data with?
Details you provide in this application:
Will be held on our computer systems and may be downloaded by us
Will be used to process your application
Will be made available to us and our processors (Networx)
Will be used for communication with you regarding the vacancy
Will be used to satisfy legal requirements
Will be used for statistical analysis
Will be held and may be used to contact you about other vacancies
Your data in only shared between Platform Housing Group and Networx. We will not share your data with any other third parties, unless you application for employment is successful and we make you an offer of employment. We will then share your data with former employers to obtain references for you and the Disclosures and Barring Service to obtain necessary criminal record checks (if applicable). At offer stage you will be asked to complete a pre-employment health questionnaire which may be shared with our Occupational Health provider in order to ensure you are fit for the proposed work.
Your information will be shared internally for the purposes of the recruitment exercise. This includes members of the HR team, interviewers involved in the recruitment process and managers in the business area with a vacancy.
We will not knowingly transfer your data outside the European Economic Area.
How do we protect your data?
We take the security of your data seriously. We have internal policies and controls in place to ensure that your data is not lost, accidentally destroyed, misused or disclosed, and is not accessed except by our employees in the proper performance of their duties. Full details of these policies and controls can be found in our Information Security Policy.
How long do we keep your data?
If your application for employment is unsuccessful, we will store your application data for six months after the end of the relevant recruitment process. After this period, your application data (including special category information) will be fully anonymised for statistical reporting only. Your interview and assessment data and any copies of ID/qualifications will be destroyed at the end of this six month period.
If your application is successful, personal data gathered during the recruitment process will be transferred to your personnel file and retained during your employment. The periods for which your data will be held as an employee will be provided to you in a new privacy notice.
What are your rights?
We are dedicated to providing reasonable access to applicants who wish to review the personal information retained when they apply via our website and correct any inaccuracies it may contain. If you choose to register, you may access your profile, correct and update your details, or withdraw your details at any time. To do this, you can access your personal profile by using the secure login. In all cases we will treat requests to access information or change information in accordance with applicable legal requirements.
You have the following rights in relation to the way in which we deal with your personal data. You can:
Access and obtain a copy of your data on request
Require Platform Housing Group to change incorrect or incomplete data
Require Platform Housing Group or Networx to delete or stop processing your data, for example where the data is no longer necessary for the purposes of processing
Object to the processing of your data where we are relying on our legitimate grounds for processing data
Ask Platform Housing Group to stop processing your data for a period if data is inaccurate or there is a dispute about whether or not your interests override our legitimate grounds for processing data
If you would like to exercise any of these rights, please email Human Resources at recruitment@platformhg.com or write to HR Team, Platform Housing Group, Progress House, Midland Road, Worcester, WR5 1DU.
Within your candidate account, you can also use the Download Data feature to generate an XML file of the current data we hold on you that you have provided and/or have access to within the account.
Where you exercise your right to object or withdraw your consent we may process your personal data without your knowledge or consent where we are permitted or required by law or regulatory requirements to do so. In such a case, we will not process more personal data than is required under the circumstances.
If you believe that we have not complied with your data protection rights, you can complain to the Information Commissioner.
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