Customer Voice and Complaints Manager

Hours: Full-time 37 hours per week

Contract: Fixed-term - Maternity leave cover expected duration of 14 months. The role will be available from mid-August 2025 onwards

Were a housing provider in Macclesfield with over 5000 properties across East Cheshire and the surrounding areas. Were ambitious with plans to build more homes regenerate local areas and invest in our properties.

A Fantastic opportunity has arisen for a Customer Voice and Complaints Manager to lead and manage the Customer Voice and Complaints function within the Trust.

We can offer you:

• A minimum of 29 days holiday per year inclusive of Christmas shut down (plus birthday leave and bank holidays).

• Attractive Defined Contribution Pension Scheme with Employers contributions up to 12%

• Agile Working with the opportunity for Flexible working hours and home working

• A focus on your health and wellbeing including access to our Health Cash Plan offering a variety of benefits and discounts.

• Training and development. Let us know where you want to get to and well help you get there.

• A state of the art modern office with a friendly working environment

In this pivotal role you will be responsible for implementing the Trusts Customer Voice and Experience Strategy. Your mission will be to empower tenants and residents to share their feedback ensuring their voices are heard valued and acted upon in a meaningful way. By gathering insights and fostering open inclusive two-way communication you will help the Trust better understand the needs of its residents.

Your leadership will extend to managing the full complaints process ensuring that every concern is handled fairly and efficiently. Acting as the main liaison with the Housing Ombudsman you will ensure full compliance with the Complaint Handling Code and respond to case requests with professionalism and care.

Beyond managing complaints you will be instrumental in using customer feedback to identify service improvements working closely with managers to implement changes that enhance the customer experience. Regular reporting to senior leadership and the Board will be key to maintaining transparency and driving continuous improvement. You will also oversee the collection reporting and evaluation of Tenant Satisfaction Measures (TSMs) ensuring results are communicated effectively and appropriate actions are taken in response.

To succeed youll possess leadership skills to deliver impactful customer voice and engagement with a track record in encouraging creativity and fresh ways of working to generate customer engagement excellence. You should excel at building meaningful relationships with residents and stakeholders to gather and act on feedback. You must be skilled at translating customer insights into service improvements that truly reflect their needs and ensure residents feel heard and valued at every step.

If you would like to play a part in driving our business forward wed love to hear from you.

Our Values are at the core of everything we do so we are looking for someone whose values agree with ours and will embed these too!

Closing date: Friday 18th July 2025

INDMED

We manage over 5000 homes across East Cheshire and the High Peak and we exist to work together to provide safe homes & thriving communities by playing a part in addressing local housing need.

Working together to provide safe homes and thriving communities.