Senior Customer Feedback Officer

Stockport Homes Group; Stockport; On-site; GBP 31,000 - 34,000; Full time

Job summary

A community-focused housing organization in Stockport is seeking an experienced Senior Customer Feedback Officer. This role involves managing complex feedback cases and ensuring high-quality responses to customer inquiries. Ideal candidates will possess strong communication skills and a customer-focused approach, with competencies in complaint resolution. The position offers a salary range of £31,537 – £33,699 per year, with a full-time commitment.

Qualifications

• Experienced in handling complex complaint resolutions with empathy and understanding.
• Excellent verbal and written communication skills are essential.
• Strong organizational and time-management abilities are required.

Responsibilities

• Handle complex feedback cases efficiently and to high standards.
• Liaise and communicate effectively with various stakeholders.
• Manage a varying caseload while ensuring quality customer responses.

Skills

Complex complaint resolution

Customer focus

Time-management skills

Stakeholder influencing

Verbal and written communication

Job description

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 are seeking an enthusiastic and self-motivated Senior Customer Feedback Officer to join our team on a permanent basis.

We are seeking a highly skilled Senior Customer Feedback Officer to join our team on a permanent this role you will handle complex feedback cases ensuring that all issues are resolved efficiently and to the highest standards. You will use your skills knowledge and expertise as the lead person for the Housing Ombudsman and be a point of escalation and support for the customer feedback officers in resolving customer feedback.

In this customer-facing role you will play a key part in listening to customer feedback understanding their perspectives and ensuring that we effectively manage complaints compliments and requests. Your professionalism empathy and efficiency will help us meet statutory deadlines and provide high-quality customer focused responses to all customers.

The role will involve you liaising and communicating effectively with customers MPs Councillors Managers and Heads of service on a regular basis. With excellent time-management skills you will have the ability to effectively manage a varying caseload. You will also be able to use your initiative to solve complex problems alongside empathy to make reasoned judgements and seek good outcomes for customers.

This is a challenging and important role. You will have the opportunity to develop your knowledge and understanding of the many different services provided by SHG and support teams across the organisation to effectively dealing with customer feedback.

Our ideal candidate will :

• Be experienced in complex complaint resolution
• Be very customer focused with a high level of empathy and understanding.
• Have excellent time-management and organisational skills.
• Be able to influence stakeholders in order to gain good outcomes for customers.
• Have excellent verbal and written communication skills.
• Make good of use judgement and reason to seek appropriate resolutions with customers.

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 SHGs 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.

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 on

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 : 23rd September 2025

Interview Date : 2nd October 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 peoples lives: from advice and support on health and wellbeing to employment educational opportunities and help in the home.

All our profit is reinvested within the group 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 Arms length management organisation so while 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.

Our Benefits

Our Community

Job Details

Employment Type: Full‑Time

Experience: years

Vacancy: 1

Salary: £31,537 – £33,699 per year