Customer Feedback Team Leader
Customer Feedback Team Leader
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Job Description
Are you passionate about delivering excellent customer service and driving positive change Stockport Homes Group is looking for a dedicated Customer Feedback Team Leader to join our high performing Customer Feedback Team. In this role you will ensure top performance in handling formal complaints MP and Councillor enquiries and escalated customer concerns. Youll manage complex cases facilitate Stage 2 complaints and provide highquality support and coaching to our Customer Feedback Officers and managers.
In this role you will:
- Monitor cases and workloads to ensure effective handling within set timescales.
- Support and coach Customer Feedback Officers to maintain bestinsector performance.
- Undertake complaint investigations and responses focusing on complex cases.
- Utilise expert knowledge of the Housing Ombudsmans Complaint Handling Code.
- Assist the Customer Experience Manager with Housing Ombudsman responses and reporting.
- Maintain professional relationships with MPs Councillors and other stakeholders.
- Identify training needs and support the delivery of training programs.
About You:
- Passionate about providing good outcomes for customers from diverse backgrounds.
- Flexible highly organised and able to work in a fastpaced environment.
- Excellent knowledge of the Housing Ombudsmans Complaint Handling Code.
- Strong written and verbal communication skills with a sensitive and empathetic approach.
- Excellent problemsolving skills and ability to find effective solutions.
- Ability to draw insights from customer feedback and propose positive changes.
- Attention to detail and ability to quickly analyse and understand information.
- Effective at working with colleagues at all levels and challenging when necessary.
If you are enthusiastic about providing exceptional customer service and driving improvements we want to hear from you.
We understand that if you dontmeet every requirement you may be hesitant to apply but westill 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.
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 SHGs Values. Were 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.
If you would like an informal chat about the role please contact Chris Czyzyk (Customer Experience Manager)
If you require any reasonable adjustments to complete your application please contact the People & OD Team on.
We encourage you to apply early! We may close the vacancy sooner if we find the right candidate.
Closing date: 16th March 2025
Interview date:3rd April 2025
About Us
Stockport Homes is Stockports largest landlord and a management organisation which acts as landlord for both Stockport Councils social housing and our own property portfolio. But were more than just socalled rent collectors. Were an awardwinning 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 SHGs 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.
Our Benefits
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Employment Type
Full-Time
