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- Tasks: Help resolve customer complaints and improve service delivery.
- Company: Join one of the West Midlands' largest housing providers with a bold vision.
- Benefits: Enjoy hybrid working, 25 days holiday, and a contributory pension scheme.
- Why this job: Make a real difference in customer experience and drive positive change.
- Qualifications: GCSEs in English and Maths, customer service experience, and good IT skills required.
- Other info: Fixed-term contract for 12 months with opportunities for training and development.
The predicted salary is between 29686 - 29686 £ per year.
Salary: £29,686.63 per annum
Location: Stafford (with hybrid working)
Hours: 37 hours per week, fixed-term contract for 12 months
We currently have a great opportunity for a Customer Advocacy Officer to join our successful in-house Homes Plus Customer Experience team on a full-time, fixed term contract for 12 months. This is also a secondment opportunity.
The role
As a Customer Advocacy Officer (Complaints), you will play a crucial role in the successful delivery of our approach to handling complaints, feedback, and compliments. As an advocate for our customers, you will ensure the best possible resolutions, working closely with stakeholders to address issues comprehensively. Your role as the primary point of contact will guarantee consistent communication and outstanding service.
Collaborating with the Improvement and Insight Officer, you will bring valuable insights from complaints to light, driving improvements in service delivery across the Group. Your commitment to transparency, influence, and accountability will foster an environment where customer feedback leads to tangible enhancements for all our customers.
What skills and experience we are looking for:
- Minimum of 2 GCSEs in English and Maths (A-C)
- Experience of working in a customer service or customer experience environment
- Experience of case management systems or equivalent tools
- Experience of investigating / resolving complaints or complex customer service queries is desirable
- Good I.T. skills, including Microsoft Word and Excel and Visio. Aptitude to learn new systems as required
- Ability to work flexibly
- Ability to diffuse challenging situations
- Ability to promote a strong customer focus in service delivery
- Excellent written and verbal communication skills
- Ability to handle challenging customers with diplomacy
- Good planning and organisational skills
- Experience of the Housing Ombudsman Complaint Handling Code (desirable)
We can offer you:
As well as hybrid working (after a successful probationary period), we offer a comprehensive induction programme and excellent learning opportunities; with mandatory and specialist training available. We offer 25 days holiday (increasing with each year of service, up to a maximum of 30 days), bank holidays and three concessionary days over the Christmas period. We also offer the option to join our contributory pension scheme, access to a dedicated Employee Healthcare Portal, eye care vouchers and a cycle to work scheme.
About us
We’re one of the West Midlands’ largest housing and care providers, with over 33,000 homes and a bold vision for the future. We create places people are proud to call home.
The way we work is shaped by three simple behaviours:
- Own it – make it happen
- Improve it - move things forward.
- Live it – show understanding and compassion
We’re building something special and need talented people to help lead the way. There’s never been a better time to join us and make a real difference.
How to apply
Please apply on our company website with your CV and a cover letter.
Closing date: Friday 20th June 2025 - interviews may take place throughout the advert
- We are committed to carrying out safeguarding checks with all our colleagues. These checks may vary according to the role you have applied for, please refer to the job description for this role for details.
- We may close this vacancy early if we receive a high volume of applications.
- If you have not received an update within 2 working weeks of submitting your application, please assume that you have been unsuccessful on this occasion.
Customer Advocacy Officer employer: Housing Plus Group
Contact Detail:
Housing Plus Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Advocacy Officer
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman Complaint Handling Code. Understanding this code will not only help you in the role but also demonstrate your commitment to effective complaint resolution during any discussions.
✨Tip Number 2
Showcase your customer service experience by preparing specific examples of how you've successfully resolved complaints or challenging situations in the past. This will highlight your ability to handle difficult customers with diplomacy.
✨Tip Number 3
Brush up on your IT skills, particularly in Microsoft Word, Excel, and Visio. Being proficient in these tools will not only make you more efficient but also show that you're ready to adapt to any case management systems used in the role.
✨Tip Number 4
Research our company values and behaviours: Own it, Improve it, Live it. Be prepared to discuss how you embody these principles in your work, as they are central to our culture and will resonate well during interviews.
We think you need these skills to ace Customer Advocacy Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and complaint resolution. Use specific examples that demonstrate your skills in handling challenging situations and promoting a strong customer focus.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer advocacy and how your background aligns with the role. Mention your understanding of the Housing Ombudsman Complaint Handling Code if applicable, and how you can contribute to improving service delivery.
Showcase Communication Skills: Since excellent written and verbal communication skills are crucial for this role, ensure your application is free from errors and clearly articulates your thoughts. Consider including examples of how you've effectively communicated with customers or stakeholders in the past.
Highlight Relevant Skills: Emphasise your IT skills, particularly with Microsoft Word, Excel, and any case management systems you've used. If you have experience with tools like Visio, mention it as well, as it shows your aptitude for learning new systems.
How to prepare for a job interview at Housing Plus Group
✨Show Your Customer Focus
As a Customer Advocacy Officer, demonstrating your commitment to customer service is key. Prepare examples of how you've successfully resolved complaints or improved customer experiences in previous roles.
✨Familiarise Yourself with the Housing Ombudsman Complaint Handling Code
While experience with the Housing Ombudsman Complaint Handling Code is desirable, showing that you understand its principles can set you apart. Research the code and be ready to discuss how it applies to the role.
✨Highlight Your Communication Skills
Excellent written and verbal communication skills are essential for this position. Be prepared to showcase your ability to communicate effectively, especially in challenging situations, during the interview.
✨Demonstrate Your Problem-Solving Abilities
The role involves investigating and resolving complaints. Think of specific instances where you've successfully navigated complex issues and be ready to share these stories to illustrate your problem-solving skills.
