Head of Customer Voice

Contract: Full Time 37 Hours per Week

Closing Date: 13th April 2025

Interview Date: 24th April 2025

Are you passionate about amplifying customer voices and driving positive change Stockport Homes Group is looking for a dynamic and forwardthinking Head of Customer Voice to lead the development and delivery of our Customer Voice and Influence Strategy. This pivotal role ensures regulatory compliance and prioritises customer voice in decision making processes.

In this role you will:

• Lead the evolution and implementation of the Customer Voice and Influence Strategy.

• Maximise high quality engagement opportunities for customers ensuring their voices are heard and valued.

• Oversee the Customer Feedback Team ensuring effective handling of feedback and complaints in line with the Housing Ombudsmans Complaint Handling Code.

• Inspire and motivate teams of customer engagement and feedback specialists.

• Drive internal cultural change to ensure customer voice is central to decisionmaking.

• Promote the use of technology to enhance customer engagement.

• Regularly engage with senior colleagues elected members and the Board to secure commitment to the Customer Voice agenda.

• Participate in public engagements to raise SHGs strategic profile.

• Ensure customers are informed about how their feedback has been acted upon.

• Play a key role in developing SHGs Customer Experience Strategy.

To be successful in this role you will need extensive knowledge and experience in customer engagement and community development an excellent understanding of the Housing Ombudsmans Complaint Handling Code and an independent mindset with the ability to develop new concepts. Strong negotiation and influence skills at a senior level a forwardthinking approach to strategic coordination and decision making and the ability to present ideas and strategies engagingly are essential. You should possess inspirational leadership skills resilience tenacity and a strong work ethic along with excellent interpersonal and communication skills.

Ready to take on this exciting challenge Join us in making a difference and ensuring that every customers voice is heard and valued

We cant wait to hear from you!

About Us

Stockport Homes Group is a vibrant organisation committed to building strong collaborative relationships locally regionally and nationally. We are passionate about providing housing building new homes in Stockport and transforming the lives of our customers. Our mission is to provide comfortable and affordable homes while actively engaging with customers and communities.

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.

INDHIGH

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.