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- Tasks: Lead a team to handle customer feedback with empathy and clarity.
- Company: Join Coastline Housing, a progressive social landlord in Cornwall.
- Benefits: Enjoy 33 days holiday, healthcare cashback, and a pension scheme.
- Why this job: Make a real difference in your community while developing your career.
- Qualifications: Experience in complaints handling and strong customer service skills required.
- Other info: Flexible working options available; we value the right people over full-time hours.
The predicted salary is between 40000 - 40000 £ per year.
Location: Redruth
Salary: Up to £40,000 per annum - pending pay award
About the job
We are seeking an experienced and proactive Customer Feedback Lead to join our growing team and be part of our commitment to delivering excellent services and doing the right thing for our customers. You will lead a dedicated team, ensuring every case is handled with empathy, clarity and fairness in line with regulatory requirements and best practice. You will also ensure that learning from complaints is systematically identified, shared and embedded to improve services, reduce repeat issues, and strengthen trust. If you have experience in complaints handling, especially in the housing sector, are analytical, resilient, have great customer service skills and who lives our values then we would love to hear from you. Join us and play a key role in shaping a responsive, high quality Governance and Customer Feedback team that supports our communities. A satisfactory basic DBS check is required for this position.
How to Apply
To apply for this role please click on the website link below and submit a CV and covering letter. Please use the covering letter as an opportunity to show us how you meet the competencies and skills required for this role and anything you think highlights how you are a good fit for Coastline.
Closing date: 7 April 2026
Anticipated interview date: 20 April 2026
What can Coastline offer you
- 33 days holiday including Bank Holidays
- Continuous training and development opportunities
- Option to purchase additional annual leave
- Defined Contribution pension scheme, we will match your contributions up to 8.3%
- Living Pension and Real Living Wage employer
- Healthcare cashback plan, including dental & eyecare
- Health and wellbeing program, including access to EAP, Thrive Mental Wellbeing app and company sick pay after 1 years’ service
- Cycle to work scheme
- Tonnes of discounts on everything from supermarket shops, to holidays and more
About Coastline
Coastline Housing is a charitable social landlord serving Cornwall. Winners in the Third Sector category at the Cornwall Business Awards and one of the fastest growing landlords in the country, we are proud to be a key provider of housing and support in Cornwall. That includes social housing for thousands of people across Cornwall, plus shared ownership and rent to buy homes to help people get a home of their own. Our Extra Care scheme in Redruth houses many older people, and our services for anyone experiencing homelessness help hundreds each year who are rough sleeping. Accredited with Investors in People Gold, Investors in Volunteers, a Menopause Workplace Pledge and Disability Confident Leader, we are a proven, people-focused employer, putting customers and colleagues at the heart of what we do.
Please notify our recruitment team if you would like:
- Help accessing the job information;
- Need the application details in a different format;
- Require any adjustments to the application process to support any disabilities or different needs you may have
If we have advertised for a full‑time position but your preference is to work part‑time or flexibly, please do give us a call so we can discuss these options with you. While some roles do require a full‑time postholder, wherever we can accommodate a flexible way of working we will do so for the right candidate. It is more important to us that we have the right people in our organisation, rather than just people who can work full‑time.
Customer Feedback Lead in Redruth employer: Coastline Housing Ltd
Contact Detail:
Coastline Housing Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Feedback Lead in Redruth
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Coastline Housing. Understand their values and recent projects. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to customer feedback and complaints handling. Think about specific examples from your past experiences that demonstrate your skills and how you align with their mission.
✨Tip Number 3
Show your passion for customer service! During the interview, share stories that highlight your empathy and problem-solving skills. Make it clear that you’re committed to improving services and making a difference in people's lives.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and shows your enthusiasm for the role.
We think you need these skills to ace Customer Feedback Lead in Redruth
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Feedback Lead role. Highlight your experience in complaints handling and customer service, especially in the housing sector. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter: Use your cover letter to showcase your personality and passion for the role. Tell us how you meet the competencies and skills required, and don’t forget to mention any specific experiences that demonstrate your fit for Coastline.
Showcase Your Analytical Skills: As a Customer Feedback Lead, being analytical is key! In your application, give examples of how you've used data to improve services or resolve issues in the past. We love seeing how you can turn feedback into actionable insights.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just click the link and follow the steps!
How to prepare for a job interview at Coastline Housing Ltd
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the role of a Customer Feedback Lead. Familiarise yourself with the key responsibilities, especially around complaints handling and customer service in the housing sector. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Empathy
Since this role requires handling cases with empathy and fairness, prepare examples from your past experiences where you've demonstrated these qualities. Think about specific situations where you turned a complaint into a positive outcome, as this will resonate well with the interviewers.
✨Highlight Your Analytical Skills
As an analytical person, be ready to discuss how you've used data to improve services or reduce repeat issues in previous roles. Bring along any relevant metrics or outcomes that showcase your ability to learn from feedback and implement changes effectively.
✨Align with Their Values
Coastline values a people-focused approach, so during the interview, make sure to express how your personal values align with theirs. Share your passion for community support and how you can contribute to their mission of delivering excellent services to customers.