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Job Title
Customer Feedback Officer
Organisation
Stockport Homes Group
Job Description
Full Time, 37 Hours per week

About the Role:
We are seeking a dedicated and motivated Customer Feedback Officer to join our Customer Feedback Team. In this role, you will be responsible for receiving, recording, investigating, and responding to all forms of customer feedback, including formal complaints, in accordance with the Housing Ombudsman’s Code of Complaint Handling. You will also handle enquiries from MPs and Councillors.

Key Responsibilities:

  • Handle contacts from customers and other stakeholders relating to dissatisfaction effectively and sensitively.
  • Record details of complaints and other feedback cases accurately and within set timescales.
  • Investigate and respond to all forms of customer feedback, supporting colleagues across the organization in responding to complaints.
  • Make decisions relating to outcomes and offer redress in accordance with relevant policies.
  • Identify learning and improvement actions from complaints and work with colleagues to promote and implement positive change.
  • Encourage a positive, empathetic, and non-defensive approach to complaints across the organization.
  • Support managers with the handling of escalated Stage 2 complaints.
  • Recognize themes and trends driving complaints and support the Customer Experience Manager with reporting on these.
  • Assist the Customer Feedback Team Leader and Customer Experience Manager with responding to Housing Ombudsman Cases and Subject Access Requests.

    About You:

  • Able to deal with complex and sensitive issues and situations sympathetically and consistently.
  • Can manage ever-changing workloads and competing priorities.
  • Have an attention to detail and can comprehend a large amount of information quickly.
  • Committed to providing fair and reasonable outcomes for our customers and can work to SHG’s core ASPIRE values.
  • Have excellent written and verbal communication skills and can apply this flexibly depending on the situation.
  • Have a can-do attitude, able to work under pressure and show resilience.
  • Can work effectively in a team, providing support to colleagues.
  • Have confidence and professionalism to challenge colleagues and working practices when improvements are needed.

    What We Offer:

  • Pension: Access to the generous benefits of the GMPF scheme, including life cover.
  • Annual Leave: 26 days, increasing to 28 days after 5 years’ service.
  • Health Cash Plan: Claim back a proportion of your everyday healthcare and medical expenses.
  • Retail Discounts: Access to discounts providing savings on food and shopping.
  • Flexible Working: Flexible/Hybrid working to ensure a healthy work-life balance.

    If you are passionate about improving customer experiences and have the skills and attributes we are looking for, we would love to hear from you!

    The SHG “Be You” approach sums up our belief that everyone has the right to be who they are, and to be that person at work, in line with SHG’s Values. We’re always looking to improve diversity within our teams to enhance this culture and to be truly representative of the communities we work in.

    This role will be on Stockport Homes Limited terms and conditions.

    We understand that if you don't meet every requirement, you may be hesitant to apply but we still want to hear from you and encourage you to submit an application detailing your experiences, achievements, and the value you can bring to our team.

    If you require any reasonable adjustments to complete your application, please contact the People & OD Team on humanresources@stockporthomes.org.

    We encourage you to apply early! We may close the vacancy sooner if we find the right candidate.

    Closing Date: 21-Apr-2025

    Interview Date: 28-Apr-2025

    • Job Summary
    • Location

      Stockport

    • Organization

      Stockport Homes Group

    • Job Type

      Permanent, Full Time

    • Salary

      £27,711 to £30,060

    • Closing Date

      21/04/2025

    • Reference ID

      35419

    • Documents

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