Project Support Officer

Stockport Homes Group; Stockport; On-site; GBP 30,000 - 40,000; Full time

Job summary

A local housing organisation in Stockport is seeking a Project Support Officer to support the delivery of Capital Works programmes. The role involves KPI recording, customer satisfaction analysis, and collaboration with various teams to ensure high-quality service delivery. The ideal candidate should have strong Microsoft Office skills, excellent communication abilities, and experience in customer relations. The position offers a full-time commitment, focusing on making a positive impact in the community.

Qualifications

• Proficient in Microsoft Office, especially Word, Excel, and Outlook.
• Strong written and verbal communication skills.
• Experience responding to customer complaints.
• Ability to work well under pressure and manage conflict.

Responsibilities

• Record and analyze KPIs for the capital works programmes.
• Collaborate with the Customer Feedback team to assess satisfaction.
• Manage data and produce reports related to investment programmes.
• Attend meetings and document minutes.

Skills

Proficiency in Microsoft Office

Excellent organization skills

Customer complaint resolution

Ability to manage challenging situations

Positive attitude under pressure

Flexibility in working

Tools

Excel

SharePoint

Job description

Overview

Permanent, Full-Time (37 hours per week) Stockport Homes Group 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. We're currently recruiting for a Project Support Officer, within the Investment Team to support with the delivery of the Capital Works programmes to public sector properties and other related works.

You will be responsible for the recording of Key Performance Indicators (KPIs) within Excel and analysing results, challenging low performing customer satisfaction results and following up when required. You will work closely with the Customer Feedback team as a key member of the Investment team, collaborate with Project Leaders, Clerk of Works in the delivery of the capital programme, and work with colleagues across the team, contractors, external bodies, and customers to ensure best practice and the highest level of customer care. Regularly attend meetings and undertake minutes, and attend engagement events when required. Manage data held within IT using specialist software, portals and data systems, analyse and produce reports and information relating to the investment programme with a strong emphasis on ensuring that all customers receive an excellent service that meets their needs and exceeds expectations throughout the delivery process. This will be achieved by focusing on four main areas: Customer Satisfaction, Quality Control, Health & Safety and providing technical support and advice.

Our ideal candidate will have / be able to:

• Proficiency in common Microsoft packages, specifically Word, Excel, Outlook and SharePoint, and a willingness to learn new systems/portals as required.
• Excellent organisation and communication skills, both written and verbal. Maintaining data accuracy with attention to detail.
• Experience of investigating, resolving, and responding to customer complaints both in writing and verbally. Experience in housing or community work, proven experience/knowledge in housing or community work.
• Experience of managing challenging or confrontational situations with customers.
• The ability to work well under pressure with an exemplary positive attitude.
• The ability to work flexibly to accommodate the needs of the business, assisting other members of the team and wider business with certain aspects of their role in periods of peak demand.
• A full driving licence with access to a car for work purposes.

Note: 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.

Application and selection: 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. If you require any reasonable adjustments to complete your application, please contact the People & OD Team. 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. We encourage you to apply early! We may close the vacancy sooner if we find the right candidate.

Closing date: 12 October 2025
Interview date: 20 October 2025

Welcome to Stockport Homes Group (SHG), an umbrella organisation for four, socially responsible interdependent companies within the housing sector. Stockport Homes Group is the largest landlord in Stockport, manages over 12,000 properties, and works with Stockport Council and private landlords. SHG is committed to transforming lives and communities through housing, employment, education and wellbeing services. All profits are reinvested within the group to maximise opportunities for those who most need our help.

Companies within SHG: Stockport Homes; Three Sixty; Skylight; Viaduct Housing Partnership. SHG is an award-winning organisation focused on future growth and excellence. We are seeking the best people to join the Group on this exciting journey.