Customer Advocacy Officer – Mp / Cllr / Hos

Job title:
Customer Advocacy Officer - MP / Cllr / HOS
Salary:
£28,119 per annum
Location:
Stafford with hybrid working
Hours:
37 hours per week, permanent

We have an exciting opportunity for a Customer Advocacy OfficerMP / Cllr / HOSto join our new Customer Advocacy Team (previously the Complaints and Feedback Team) on a full time, permanent basis.

An advocate is someone who gives voice to someone else by supporting them and helping them express their views. So, as well as managing complaints and using an understanding of that feedback to improve our services, this team will also be advocating for our customers.

We’re looking for a dedicated professional to bring our values to life and ensure our customers receive outstanding services.

The role

As a Customer Advocacy Officer, you will play a crucial role in the successful delivery of our approach to handling complaints, feedback, and compliments.

In this role, you will not only advocate for our customers but also manage and coordinate all Housing Ombudsman enquiries, working closely with stakeholders to gather evidence. Your ability to assess, investigate, and respond to MP and Councillor complaints within set timescales will be key. You’ll maintain constant communication with customers, providing responses that are both empathetic and respectful, whether verbal or written.

Your contribution will be essential in upholding our commitment to transparency, influence, and accountability, ensuring that every piece of feedback is an opportunity to improve our services and enhance customer satisfaction. Your commitment to these values will foster an environment where customer feedback leads to tangible enhancements for all our customers.

What skills and experience we are looking for:

• Minimum of 2 GCSEs in English and Maths (A-C)

• Experience of working in a customer service or customer experience environment

• Experience of case management systems or equivalent tools

• Experience of investigating/resolving complaints or complex customer service queries is desirable

• Good I.T. skills, including Microsoft Word and Excel and Visio. Aptitude to learn new systems as required

• Ability to work flexibly

• Ability to diffuse challenging situations

• Ability to promote a strong customer focus in service delivery

• Excellent written and verbal communication skills

• Ability to handle challenging customers with diplomacy

• Good planning and organisational skills

• Experience of the Housing Ombudsman Complaint Handling Code (desirable)

We can offer you

The flexibility of hybrid working (after probationary period) plus a comprehensive induction programme and excellent learning opportunities; with mandatory and specialist training available. We can offer 25 days; holiday (increasing with each year of service, up to a maximum of 30 days), bank holidays and three concessionary days over the Christmas period. We also offer the option to join our contributory pension scheme, access to a dedicated Employee Healthcare Portal, eye care vouchers and a cycle to work scheme. Please see our HPG Benefits page for more information.

About us

As one of the largest providers of affordable homes and care in the area, employing almost 1,000 people, Housing Plus Group offers rewarding roles with excellent training and career development pathways delivering services that customers can trust across Staffordshire and Shropshire. Housing Plus Group companies include Care Plus, Property Plus and Severn Homes.

Housing Plus Group values the diversity of its communities and aims to have a workforce that is representative of this. We create inclusive environments for our people and customers where we can be our true authentic selves. We welcome applications from all sections of our community.

Join our team at Housing Plus Group, where we value your time as much as your talent. We offer flexible working options such as hybrid working and adaptable schedules, to enable you to develop your career while maintaining a great work-life balance.

If you want to be part of an organisation that's determined to make a positive difference to homes, lives and communities, if you want to be proud of what you do, if you are looking for job security and a great career, join Housing Plus Group.

How to apply

Apply online with your CV and cover letter

Closing date: Monday 8th April 2024 - interviews will take place throughout the advert

• We are committed to carrying out safeguarding checks with all our colleagues. These checks may vary according to the role you have applied for, please refer to the job description for this role for details.

• We may close this vacancy early if we receive a high volume of applications.

• If you have not received an update within 2 working weeks of submitting your application, please assume that you have been unsuccessful on this occasion.

Job Types: Full-time, Permanent

Salary: £28,119.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Free flu jabs
• Free parking
• Health & wellbeing programme
• On-site parking
• Paid volunteer time

Schedule:

• Monday to Friday

Education:

• GCSE or equivalent (preferred)

Work Location: Hybrid remote in Stafford

Reference ID: 272