Overview
Permanent, Full Time (37 hours per week)
Stockport Homes Group is a great place to work! We pride ourselves on building strong collaborative relationships locally, regionally and nationally. We are passionate about not only providing housing and building new homes in Stockport but helping to transform the lives of our customers. We aim to provide comfortable and affordable homes and engage customers and communities.
We are seeking an enthusiastic and self-motivated Senior Customer Feedback Officer to join our team on a permanent basis. In this role, you will handle complex feedback cases, ensuring that all issues are resolved efficiently and to the highest standards. You will use your skills, knowledge and expertise as the lead person for the Housing Ombudsman, and be a point of escalation and support for the customer feedback officers in resolving customer feedback.
In this customer-facing role, you will play a key part in listening to customer feedback, understanding their perspectives, and ensuring that we effectively manage complaints, compliments, and requests. Your professionalism, empathy, and efficiency will help us meet statutory deadlines and provide high-quality customer focused responses to all customers.
The role will involve you liaising and communicating effectively with customers, MPs, Councillors, Managers and Heads of service on a regular basis. With excellent time-management skills, you will have the ability to effectively manage a varying caseload. You will also be able to use your initiative to solve complex problems alongside empathy to make reasoned judgements and seek good outcomes for customers.
This is a challenging and important role. You will have the opportunity to develop your knowledge and understanding of the many different services provided by SHG and support teams across the organisation to effectively dealing with customer feedback.
Responsibilities
* Handle complex complaint resolution.
* Lead as the Housing Ombudsman point of reference and support customer feedback officers in resolving issues.
* Maintain high levels of customer focus with empathy and understanding.
* Manage time and organise workload effectively to handle a varying caseload.
* Influence stakeholders to gain positive outcomes for customers.
* Communicate clearly and professionally, both verbally and in writing.
* Exercise sound judgment to seek appropriate resolutions with customers.
Our values and culture
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.
Terms and conditions
This role will be on Stockport Homes Limited terms and conditions.
Application notes
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.
Please note that we do not accept applications through third-party websites. To ensure your application is reviewed, please apply directly through our careers page.
We encourage you to apply early! We may close the vacancy sooner if we find the right candidate.
Closing Date: 23rd September 2025
Interview Date: 2nd October 2025
Role
Senior Customer Feedback Officer
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