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- Tasks: Lead a team to handle customer complaints and ensure top-notch service.
- Company: Join Stockport Homes Group, dedicated to improving customer experiences.
- Benefits: Enjoy a supportive work culture with opportunities for training and development.
- Why this job: Make a real impact by driving positive change for diverse customers.
- Qualifications: Strong communication skills and knowledge of complaint handling are essential.
- Other info: We value diversity and encourage everyone to apply, even if you don't meet every requirement.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Are you passionate about delivering excellent customer service and driving positive change? Stockport Homes Group is looking for a dedicated Customer Feedback Team Leader to join our high performing Customer Feedback Team. In this role, you will ensure top performance in handling formal complaints, MP and Councillor enquiries, and escalated customer concerns. You’ll manage complex cases, facilitate Stage 2 complaints, and provide high-quality support and coaching to our Customer Feedback Officers and managers.
In this role you will:
- Monitor cases and workloads to ensure effective handling within set timescales.
- Support and coach Customer Feedback Officers to maintain best-in-sector performance.
- Undertake complaint investigations and responses, focusing on complex cases.
- Utilise expert knowledge of the Housing Ombudsman’s Complaint Handling Code.
- Assist the Customer Experience Manager with Housing Ombudsman responses and reporting.
- Maintain professional relationships with MPs, Councillors, and other stakeholders.
- Identify training needs and support the delivery of training programs.
About You:
- Passionate about providing good outcomes for customers from diverse backgrounds.
- Flexible, highly organised, and able to work in a fast-paced environment.
- Excellent knowledge of the Housing Ombudsman’s Complaint Handling Code.
- Strong written and verbal communication skills, with a sensitive and empathetic approach.
- Excellent problem-solving skills and ability to find effective solutions.
- Ability to draw insights from customer feedback and propose positive changes.
- Attention to detail and ability to quickly analyse and understand information.
- Effective at working with colleagues at all levels and challenging when necessary.
If you are enthusiastic about providing exceptional customer service and driving improvements, we want to hear from you.
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.
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.
If you would like an informal chat about the role, please contact Chris Czyzyk (Customer Experience Manager) on
If you need any additional support with your application, please contact the People & OD Team on
We encourage you to apply early! We may close the vacancy sooner if we find the right candidate.
Closing date: 16th March 2025
Interview date: 2nd April 2025
Link to apply:
#J-18808-Ljbffr
Customer Feedback Team Leader employer: Housing Diversity Network
Contact Detail:
Housing Diversity Network Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Feedback Team Leader
✨Tip Number 1
Familiarize yourself with the Housing Ombudsman’s Complaint Handling Code. Understanding this code will not only help you in the interview but also demonstrate your commitment to high-quality customer service.
✨Tip Number 2
Prepare examples of how you've successfully managed complex customer complaints in the past. Highlighting your problem-solving skills and ability to draw insights from feedback will set you apart.
✨Tip Number 3
Showcase your coaching abilities by discussing any experience you have in training or mentoring others. This is crucial for the role, as you'll be supporting Customer Feedback Officers.
✨Tip Number 4
Research Stockport Homes Group and their values. Being able to align your personal values with theirs during the interview will demonstrate your genuine interest in the role and the organization.
We think you need these skills to ace Customer Feedback Team Leader
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Feedback Team Leader position. Understand the key responsibilities and required skills, especially regarding complaint handling and customer service.
Highlight Relevant Experience: In your application, emphasize your experience in managing complaints, coaching teams, and working with diverse stakeholders. Use specific examples that demonstrate your problem-solving skills and knowledge of the Housing Ombudsman’s Complaint Handling Code.
Showcase Your Passion: Express your enthusiasm for delivering excellent customer service and driving positive change. Share personal anecdotes or achievements that reflect your commitment to improving customer outcomes.
Tailor Your Application: Customize your CV and cover letter to align with the values and culture of Stockport Homes Group. Mention how you embody their 'Be You' approach and your dedication to enhancing diversity within teams.
How to prepare for a job interview at Housing Diversity Network
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for delivering excellent customer service. Share specific examples of how you've positively impacted customer experiences in the past, especially in challenging situations.
✨Demonstrate Your Knowledge of Complaint Handling
Familiarize yourself with the Housing Ombudsman’s Complaint Handling Code. Be prepared to discuss how you would apply this knowledge in managing complex cases and facilitating Stage 2 complaints.
✨Highlight Your Coaching Skills
Since the role involves supporting and coaching Customer Feedback Officers, be ready to talk about your experience in mentoring others. Provide examples of how you've helped team members improve their performance.
✨Prepare for Scenario-Based Questions
Anticipate questions that may require you to solve hypothetical problems or handle difficult customer interactions. Practice articulating your thought process and the steps you would take to resolve these issues effectively.
