Job Description

Permanent, Full Time (37 hours per week)

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 dealing with customer feedback.

Our ideal candidate will:

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 of use 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 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: 21st August 2025

Interview Date: 28th August 2025

Welcome to Stockport Homes Group (SHG), an umbrella organisation for four, socially responsible interdependent companies within the housing sector. What makes us unique is our vision: one where entrepreneurship and commercialisation go hand in hand with social impact.


We are Stockport's largest landlord, managing over 12,000 properties on behalf of Stockport Council and Private Landlords, as well as our own growing portfolio of new build homes.


As builders, landlords, architects and developers we believe in collective responsibility for more affordable housing. Equally, through a commitment to a range of wrap around services we look for ways to improve people's lives: from advice and support on health and wellbeing, to employment, educational opportunities and help in the home.


All our profit is reinvested within the group to maximise opportunities for those who most need our help.

Companies within SHG:

Stockport Homes

- Stockport Homes was formed in 2005, to manage housing stock across Stockport on behalf of Stockport Council. As a limited company, we operate as an ALMO which is an 'Arm's length management organisation', so whilst the company is owned by the Council, we operate independently on day-to-day matters and in delivering services to our customers. We are committed to providing quality homes across Stockport and listening to the voice of our customers to continually improve our services.

Three Sixty

- Three Sixty delivers innovative, high-quality construction, maintenance and facilities management services across Stockport, Greater Manchester and Cheshire. We are trades people who operate with a friendly, community-led approach. We get the balance right between excellent customer service and service delivery. We take pride in giving back to our local communities and each year we Gift Aid our profits to SKylight to support the work they do to help Stockport and the borough thrive.

Skylight

- SKylight is a Charitable Community Benefit Society, established in 2018, dedicated to transforming lives in Stockport. We work closely with local communities to support people into employment, alleviate poverty and enhance digital skills. Our services help individuals live independently while fostering strong community networks, particularly for those facing disadvantages. We are proud to contribute to making Stockport a great place to live and work.

Viaduct Housing Partnership

- Formed in 2017, Viaduct is a development partnership between Stockport Homes Group and Stockport Council, focusing on building more affordable homes in Stockport.


SHG is proud to be an award-winning organisation dedicated to transforming the lives and communities of our customers and as a public-private sector fusion, SHG is focused on future growth and excellence - looking for the best people to join the Group to be on this exciting journey.