Location: Redruth Salary: Up to £40,000 per annum - pending pay award About the job We are seeking an experienced and proactive Customer Feedback Lead to join our growing team and be part of our commitment to delivering excellent services and doing the right thing for our customers. You will lead a dedicated team, ensuring every case is handled with empathy, clarity and fairness in line with regulatory requirements and best practice. You will also ensure that learning from complaints is systematically identified, shared and embedded to improve services, reduce repeat issues, and strengthen trust. If you have experience in complaints handling, especially in the housing sector, are analytical, resilient, have great customer service skills and who lives our values then we would love to hear from you. Join us and play a key role in shaping a responsive, high quality Governance and Customer Feedback team that supports our communities. A satisfactory basic DBS check is required for this position. To apply for this role please click on the website link below and submit a CV and covering letter. Please use the covering letter as an opportunity to show us how you meet the competencies and skills required for this role and anything you think highlights how you are a good fit for Coastline. Closing date: 7 April 2026 Anticipated interview date: 20 April 2026 What can Coastline offer you If you’re looking to make a difference in a progressive, forward-thinking company, with opportunities to develop a worthwhile career, Coastline is the place for you. Here are just a few of the fantastic benefits we offer to our people: 33 days holiday including Bank Holidays Continuous training and development opportunities Option to purchase additional annual leave Defined Contribution pension scheme, we will match your contributions up to 8.3% Living Pension and Real Living Wage employer Healthcare cashback plan, including dental & eyecare Health and wellbeing program, including access to EAP, Thrive Mental Wellbeing app and company sick pay after 1 years’ service Cycle to work scheme Tonnes of discounts on everything from supermarket shops, to holidays and more About Coastline Coastline Housing is a charitable social landlord serving Cornwall. Winners in the Third Sector category at the Cornwall Business Awards and one of the fastest growing landlords in the country, we are proud to be a key provider of housing and support in Cornwall. That includes social housing for thousands of people across Cornwall, plus shared ownership and rent to buy homes to help people get a home of their own. Our Extra Care scheme in Redruth houses many older people, and our services for anyone experiencing homelessness help hundreds each year who are rough sleeping. Accredited with Investors in People Gold, Investors in Volunteers, a Menopause Workplace Pledge and Disability Confident Leader, we are a proven, people-focused employer, putting customers and colleagues at the heart of what we do. Please notify our recruitment team if you would like: Help accessing the job information; Need the application details in a different format; Require any adjustments to the application process to support any disabilities or different needs you may have If we have advertised for a full-time position but your preference is to work part-time or flexibly, please do give us a call so we can discuss these options with you. While some roles do require a full-time postholder, wherever we can accommodate a flexible way of working we will do so for the right candidate. It is more important to us that we have the right people in our organisation, rather than just people who can work full-time.