Job Description

Job Title:

Customer Advocacy Officer (Stage 2)

Salary:

29,686.63 per annum

Location:

Stafford with hybrid working

Hours:

37 hours per week, permanent

We currently have an exciting opportunity for a

Customer Advocacy Officer (Stage 2)

to join our dedicated Customer Advocacy team on a full time, permanent basis. This position will also be considered as a secondment opportunity for internal applicants.

The role

As a Customer Advocacy Officer (Stage 2), you will play a vital role in supporting the Group's approach to handling complaints, feedback, and compliments. In this role, you'll act as a dedicated advocate for our customers, ensuring their voices are heard and their concerns are resolved to the highest standard.

You'll be the single point of contact throughout the process, providing consistent, transparent, and respectful communication. Working closely with key stakeholders and the Improvement and Insight Officer, you'll help drive service improvements by identifying trends and ensuring that feedback leads to meaningful change. If you're committed to fairness, accountability, and enhancing the customer experience, we'd love to hear from you.

What skills and experience we are looking for:

Minimum of 2 GCSE's in English and Maths A-C Demonstrable experience in a relevant field Significant experience of working in a customer service or customer experience environment Good technical knowledge of housing Experience of case management systems or equivalent tools Good IT skills, including Microsoft Word and Excel and Visio with aptitude to learn new systems as required Significant knowledge of Housing Ombudsman regulatory requirements (desirable) Ability to work flexibly Ability to promote a strong customer focus in service delivery Excellent verbal and written communication skills with ability to advocate and be diplomatic

We can offer you

We offer a comprehensive induction programme and excellent learning opportunities; with mandatory and specialist training available. We can 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. Please see our

HPG Benefits

page for more information.

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 compassionWe'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 online with your CV and a cover letter. If you need any support in submitting your application, please email careers@housingplusgroup.co.uk

Closing date:

Friday 8th August 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*

Job Types: Full-time, Permanent

Pay: 29,686.63 per year

Benefits:

Company pension Cycle to work scheme Free parking Health & wellbeing programme On-site parking Paid volunteer time
Work Location: Hybrid remote in Stafford ST18 9AP

Reference ID: 699