Customer Service Officer - Customer Experience Hub

Housing Diversity Network; Stockport; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Full training and support

Hybrid working – 2 days from home

Generous annual leave

Local Government pension

Health cash plan and retail discounts

Job summary

Stockport Homes Group is seeking a Customer Services Officer to join its busy Customer Experience Hub in Stockport. This permanent, full-time role (37 hours, Mon-Fri) involves handling a high volume of calls and digital enquiries, providing housing service advice and resolving queries at first contact where possible.

You will be the first point of contact, supporting vulnerable customers with empathy, and contributing to a positive customer experience while working in a hybrid setup of two days

Qualifications

• Experience in a customer service or contact centre role is essential.
• Strong communication and problem-solving skills are required.
• Ability to manage high workloads and competing priorities.
• Confident using IT systems and software.
• Positive, resilient and customer-focused approach.

Responsibilities

• Serve as first point of contact by handling high volumes of calls and digital enquiries.
• Provide advice on housing services such as repairs, tenancy and neighbourhood issues.
• Resolve queries at first contact where possible and support vulnerable customers with empathy.

Skills

Customer service experience

Communication

Problem solving

Workload management

IT systems proficiency

Job description

Customer Service Officer – Customer Experience Hub

Organisation

Stockport Homes Group

Job Description

Permanent, Full time (37 hours, Mon - Fri)

We’re looking for a customer-focused individual to join our busy Customer Experience Hub as a Customer Services Officer.

You’ll be the first point of contact, handling high volumes of telephone calls and digital enquiries, providing advice on housing services such as repairs, tenancy and neighbourhood issues. You’ll work in a fast-paced environment, delivering excellent service, resolving queries at first contact where possible, and supporting vulnerable customers with empathy.

About you

• Experience in a customer service or contact centre role
• Strong communication and problem-solving skills
• Able to manage high workloads and competing priorities
• Confident using IT systems
• Positive, resilient and customer-focused

What we offer

• Full training and support available
• Hybrid working – enjoy the flexibility of working from home two days a week, with three days in the office following successful completion of your probation period.
• Generous annual leave entitlement
• Local Government pension
• Health cash plan and retail discounts

Start Here. Go Anywhere.

A Customer Service Officer role could be the start of something bigger. You’ll meet people, solve real problems and quickly gain an insight into all the different services that make up a housing association.

No housing experience? No problem!

If you’re great with people, eager to learn and passionate about making a difference, we’ll help you build the knowledge and skills you need. Whether your future takes you into housing, repairs, communities, digital services or even leadership, there are plenty of directions you could explore.

Bring your people skills and build your career with us.

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.

This role will be on Stockport Homes Limited terms and conditions.

The successful applicant’s appointment will be subject to satisfactory basic clearance by the Disclosure and Barring Service.

Job Summary

• Location

  Stockport

• Organisation

  Stockport Homes Group

• Job Type

  Permanent, Full time (37 hours, Mon - Fri)

• Closing Date

  08/11/2026

• Assessment Centre Date

  16th November 2026

• Reference ID

  37286

• Documents