Customer Service Officer- Customer Experience Hub

Stockport Homes Group; Stockport; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Health cash plan

Retail discounts

Generous annual leave

Job summary

Stockport Homes Group is seeking a Customer Services Officer to join our Customer Experience Hub on a permanent, full-time basis.

You will handle high volumes of calls and digital enquiries, offering housing service advice and first-contact solutions, with hybrid working and strong support for vulnerable customers.

Qualifications

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

Responsibilities

• Be the first point of contact, handling high volumes of telephone 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

Call centre

Communication

Problem-solving

Workload management

Empathy

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
• 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
• 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.

We understand that if you don't meet every requirement, you may be hesitant to apply but we still 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.

Closing Date: 8th November 2026