Customer Feedback Officer

Permanent

Full time, 37 hours

Closing date: Friday 5th April 2024

Interview Date: Tuesday 16th April 2024

This role will be on Stockport Homes terms and conditions

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’re currently recruiting for a Customer Feedback Officer to join our Customer Feedback Team on a permanent contract. This role will see you recording and responding to all forms of Customer Feedback and helping drive service improvements across the organisation.

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.

In some cases, you will be investigating complaints and seeking resolutions with customers, in others providing support to colleagues and ensuring they are providing timely and high-quality responses. Customer Feedback Officers are involved at every stage of SHG’s complaints process and will be involved in facilitating stage 2 escalation requests and hearings.

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.

Our ideal candidate will:

• Be very customer focused, with a high level of empathy and understanding.
• Have excellent time-management and organisational skills.
• Be able to influence stakeholders in order to gain good outcomes for customers.
• Have excellent verbal and written communication skills.
• Make good of use judgement and reason to seek appropriate resolutions with customers.

It is important to us that we have a diverse workforce, representative of the communities we work in. Equality, diversity and inclusion is important to us and we like to acknowledge that everyone is different. We’re always looking to improve diversity within our teams and across the group, so we would welcome any applications from any underrepresented groups.

Stockport Homes is Stockport’s largest landlord and a management organisation which acts as landlord for both Stockport Council’s social housing and our own property portfolio. But we’re more than just so-called rent collectors. We’re an award-winning, trailblazing public sector company that strives to transform lives by offering tenants advice and support on health and wellbeing, finance, youth engagement, employment and education opportunities as well as help in the home.

At Stockport Homes we believe in being ambitious, making a difference in our local communities, and serving our customers with passion. We believe in approaching problems with innovation, in respecting our partners, colleagues and customers and in striving for excellence.

We are an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. 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 appreciate the strength we gain from having and supporting our diverse teams. Diversity contributes to our inclusive culture and allows us to be truly representative of the communities we work in.