Customer Feedback Officer

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 Customer Feedback Officer to join our team on a permanent basis. 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.

In some cases, you will be investigating complaints and seeking resolutions with customers, in others providing support to colleagues and ensuring they are providing timely and high‑quality responses.

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 deal with customer feedback.

• Have an understanding of the Housing Ombudsman Complaint Code
• Be experienced in 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 use of 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 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 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 human resources.

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: 8th February 2026
Interview Date: 17th February 2026

Customer Feedback Officer

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