Complaints Manager
Complaints Manager
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Job Description
The Vacancy
Permanent Full Time (37 hours per week)
Complaints Manager
Are you passionate about delivering excellent customer service and driving service improvements Do you have a talent for leading teams and handling complex complaints with empathy and professionalism If so we want to hear from you!
Stockport Homes Group is looking for a dynamic and experienced Complaints Manager to lead our Customer Feedback Team. In this pivotal role you will ensure that complaints are handled effectively empathetically and in line with regulatory standardsenhancing customer satisfaction and driving continuous improvement across our services.
What Youll Be Doing:
- Leading and developing a highperforming team of Customer Feedback Officers.
- Ensuring timely accurate and empathetic complaint handling.
- Acting as the key liaison with the Housing Ombudsman and other external stakeholders.
- Using customer feedback data to inform service improvements and policy changes.
- Promoting a positive complainthandling culture across the organisation.
- Providing training and quality assurance to ensure high standards in all responses.
What Were Looking For:
- Experience in a customer service or complaints role within social housing.
- Strong knowledge of the Housing Ombudsmans Complaint Handling Code.
- Proven ability to coach and motivate teams to achieve excellence.
- Excellent communication skills and a commitment to customer satisfaction.
- Strong analytical skills to interpret feedback data and drive improvements.
Stockport Homes 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.
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.
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.
This role will be on Stockport Homes Limited terms and conditions.
If you require any reasonable adjustments to complete your application please contact the People & OD Team on
Please note that we do not accept applications through thirdparty websites. To ensure your application is reviewed please apply directly through our careers page.
Join us and be part of a valuesdriven organisation that puts people at the heart of everything we do.
Apply today and help shape the future of customer service at Stockport Homes!
We encourage you to apply early! We may close the vacancy sooner if we find the right candidate.
We look forward to hearing from you!
Closing Date: 1st June 2025
Interview Date: 12th June 2025
About Us
Welcome to Stockport Homes Group (SHG) an umbrella organisation for four socially responsible interdependent companies within the housing sector. What makes us unique is our vision: one where entrepreneurship and commercialisation go hand in hand with social impact.
We are Stockports largest landlord managing over 12000 properties on behalf of Stockport Council and Private Landlords as well as our own growing portfolio of new build homes.
As builders landlords architects and developers we believe in collective responsibility for more affordable housing. Equally through a commitment to a range of wrap around services we look for ways to improve peoples lives: fromadvice and support on health and wellbeing to employmenteducational opportunitiesand help in the home.
All our profit is reinvested within thegroup to maximise opportunities for those who most need our help.
Companies within SHG:
Stockport Homes Stockport Homes was formed in 2005 to manage housing stock across Stockport on behalf of Stockport Council. As a limited company we operate as an ALMO which is an Arms length management organisation so whilst the company is owned by the Council we operate independently on daytoday matters and in delivering services to our customers. We are committed to providing quality homes across Stockport and listening to the voice of our customers to continually improve our services.
Three Sixty Three Sixty delivers innovative highquality construction maintenance and facilities management services across Stockport Greater Manchester and Cheshire. We are trades people who operate with a friendly communityled approach. We get the balance right between excellent customer service and service delivery. We take pride in giving back to our local communities and each year we Gift Aid our profits to SKylight to support the work they do to help Stockport and the borough thrive.
Skylight SKylight is a Charitable Community Benefit Society established in 2018 dedicated to transforming lives in Stockport. We work closely with local communities to support people into employment alleviate poverty and enhance digital skills. Our services help individuals live independently while fostering strong community networks particularly for those facing disadvantages. We are proud to contribute to making Stockport a great place to live and work.
Viaduct Housing Partnership Formed in 2017 Viaduct is a development partnership between Stockport Homes Group and Stockport Council focusing on building more affordable homes in Stockport.
SHG is proud to be an awardwinning organisation dedicated to transforming the lives and communities of our customers and as a publicprivate sector fusion SHG is focused on future growth and excellence looking for the best people to join the Group to be on this exciting journey.
Our Benefits
Our Community
Documents
Required Experience:
Manager
Employment Type
Full-Time
