At a Glance
- Tasks: Lead a team to manage customer feedback and complaints with empathy and insight.
- Company: Join Stockport Homes Group, a socially responsible housing organisation.
- Benefits: Enjoy competitive salary, professional development, and a supportive work culture.
- Other info: Diverse and inclusive workplace focused on community impact.
- Why this job: Make a real difference by improving services and enhancing customer trust.
- Qualifications: Experience in customer service or complaints management is essential.
The predicted salary is between 33075 - 40425 £ per year.
Permanent, Full Time (37 hours per week) At Stockport Homes Group, we know feedback is one of the clearest ways we hear what matters to customers, where services need to improve, and how we build greater trust. We are looking for a Customer Feedback & Complaints Manager to lead our Customer Feedback team and help shape a fair, empathetic and high-performing complaints and feedback service. This is an important role within a C1 regulated organisation, where customer voice, accountability and learning are central to how we improve.
You will lead and develop a team made up of one Senior Customer Feedback Officer and five Customer Feedback Officers, reporting to the Head of Customer Voice. Your focus will be to ensure complaints and feedback are handled fairly, consistently and within the requirements of the Housing Ombudsman Complaint Handling Code, while using insight and learning to improve services across Stockport Homes Group.
What you will be doing
- You will manage, coach and develop an engaged and high-performing Customer Feedback team, supporting colleagues to deliver consistently high-quality complaint handling.
- You will oversee compliance with the Housing Ombudsman Complaint Handling Code, including timescales, quality, remedies and learning outcomes.
- You will use complaints, customer feedback, data and insight to identify root causes, themes and systemic issues, making sure learning is translated into measurable service improvements.
- You will also produce reports evidencing complaint performance, key themes, risks and learning.
- A key part of the role will be working collaboratively with service areas to manage risk and promote a positive complaint handling culture across the organisation.
About you
- You will bring experience from a customer service, complaints, feedback or customer insight role, ideally within social housing or another regulated environment.
- You will have a strong understanding of the Housing Ombudsman Complaint Handling Code and the Social Housing Regulator’s Consumer Standards.
- We are looking for someone who can lead with empathy, confidence and clarity.
- You will be able to coach and motivate people, manage performance and quality, and support colleagues to handle complex or sensitive complaints with professionalism and sound judgement.
- You will also be confident using data and insight to drive improvement, reviewing the quality of complaint responses and processes, and constructively challenging and influencing senior stakeholders.
- A CIH Level 4 qualification, or willingness to work towards this, is also required.
If you wish to discuss this role further before applying, please contact Cheryl McCabe Head of Customer Voice Cheryl.mccabe@stockporthomes.org. Recruitment agencies need not contact us regarding this vacancy.
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. 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 humanresources@stockporthomes.org.
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: 7th September 2026 Interview Date: 17th September 2026
Customer Feedback & Complaints Manager in Stockport employer: Stockport Homes
At Stockport Homes Group, we pride ourselves on being an excellent employer that values diversity and fosters a supportive work culture. Our commitment to employee growth is evident through ongoing training opportunities and a focus on personal development, ensuring that our team members thrive in their roles. Located in the heart of Stockport, we offer a unique chance to make a meaningful impact in the community while working collaboratively to enhance customer experiences and drive service improvements.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Feedback & Complaints Manager in Stockport
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Stockport Homes. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Stockport Homes before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Feedback & Complaints Manager in Stockport
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Stockport Homes:Your cover letter is your chance to shine! Tell us why you want to work at Stockport Homes specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Stockport Homes!
How to prepare for a job interview at Stockport Homes
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
