Complaints Manager

Housing Diversity Network; Stockport; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading organization in Stockport is seeking a Complaints Manager to enhance customer satisfaction and manage a high-performing team. This role involves effective complaint handling, liaising with the Housing Ombudsman, and driving service improvements through customer feedback. The ideal candidate will have experience in social housing and strong communication skills.

Qualifications

• Experience in a customer service or complaints role within social housing.
• Strong knowledge of the Housing Ombudsman’s Complaint Handling Code.

Responsibilities

• Leading and developing a high-performing team of Customer Feedback Officers.
• Ensuring timely, accurate, and empathetic complaint handling.
• Using customer feedback data to inform service improvements.

Skills

Customer Service

Communication

Analytical Skills

Education

Experience in Social Housing

Job description

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 experiencedComplaints Managerto lead our Customer Feedback Team. In this pivotal role, you will ensure that complaints are handled effectively, empathetically, and in line with regulatory standards—enhancing customer satisfaction and driving continuous improvement across our services.

What You’ll Be Doing:

• Leading and developing a high-performing 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 complaint-handling culture across the organisation.


• Providing training and quality assurance to ensure high standards in all responses.

What We’re Looking For:

• Experience in a customer service or complaints role within social housing.


• Strong knowledge of the Housing Ombudsman’s 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 SHG’s Values. We’re 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 don'tmeet 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 [e-mail].



Please note that we do not accept applications through third-party websites. To ensure your application is reviewed, please apply directly through our careers page.

Join us and be part of a values-driven 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 Stockport's largest landlord, managing over 12,000 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 people's lives: fromadvice and support on health and wellbeing, to employment,educational 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 ‘Arm’s length management organisation’, so whilst the company is owned by the Council, we operate independently on day-to-day 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, high-quality construction, maintenance and facilities management services across Stockport, Greater Manchester and Cheshire. We are trades people who operate with a friendly, community-led 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 award-winning organisation dedicated to transforming the lives and communities of our customers and as a public-private 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.

Job Summary

• Location

  Stockport

• Organization

  Stockport Homes

• Job Type

  Permanent Full Time

• Closing Date

  01/06/2025

• Reference ID

  35562

• Documents

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