Job Description

Reporting to the Head of Customer Voice, the Graduate Customer Experience Partner will play a key role in supporting the Customer Involvement team to complete consultations with customers and feeding back findings to colleagues and customers. You will also support the Customer Feedback team in dealing with customer complaints, looking at the learning and using customer feedback to help shape and influence service improvements.

What you'll be doing with the support and training from colleagues

Supporting the delivery of bespoke engagement activities, working with colleagues and customers offering advice, guidance and leadership to ensure the customer voice is at the heart of service development, design and improvements Ensuring that customers across Great Places' neighbourhoods and communities have their voices heard Supporting with the delivery of our customer complaints service to include investigating complaints, dealing with customers and colleagues to seek resolutions and ensure learning from complaints is shared and acted upon Maintaining an awareness of the political and social context in which we work, both at a local & national level i.e. Housing Ombudsman Service (HOS) Regulator of Social Housing - consumer standard and Tenant Satisfaction Measures Keeping up to date accurate and relevant customer insight from any engagement activities, complaint handling and ensure this insight is maximised through service improvements Working with services, customers and leaders to ensure that complaints and customer feedback is used to make recommendations to service delivery teams and customers are kept informed through agreed channels Writing complaint responses and for internal and external publications with a focus on sharing with customers Using systems to maintain accurate records and publish customer consultations on our digital customer engagement platform Ensuring the responsibilities of the post are carried out in a way that reflects the standards, vision and values of Great Places Representing Great Places in a professional manner with integrity, inclusivity and respect for diversity Working 35 hours per week and having a flexible approach to work

What you'll need

A minimum 2:2 achieved in the past 3 years, ideally within a relevant subject area GCSE maths and English or equivalent at grade C/4 or above A clean UK driving licence and access to a car would be desirable Experience of working in a customer focused environment, with a proven ability of delivering a high standard of customer service Excellent written and verbal communication skills to include the ability to compose complaint response letters and reports Ability to work as part of a team, as well as using your own initiative and time management skills to deliver tasks on time Keen eye for detail, be curious and good organisational skills Competent level of ICT skills including the full range of Microsoft applications and the ability to use technology such as a mobile phone, tablet and laptop Commitment to completing all parts of the training programme Commitment to observe and comply with all policies / procedures / working practices / regulations and in particular Great Places Equality and Diversity Policy, Health and Safety Policy and Safeguarding Policy

Key dates

Closing date - Friday 26th September 2025 Assessment day - Friday 10th October 2025 Expected interview day - Thursday 16th October 2025 Start date - end of October 2025/ beginning of November 2025

Great Places Housing Group exists to improve the lives of the people living in our 25,000 homes across the North West and Yorkshire. We are much more than just a landlord, providing a wide-range of services and promoting partnership work to create vibrant, sustainable communities.


You can find details of our story, our vision and our values

here

.

At Great Places, we are committed to using inclusive hiring practices. By embracing diversity and difference, we enrich our teams with varied perspectives, drive, and innovation to create an environment in which everyone can thrive. We welcome applications from people of all identities, backgrounds, and cultures and are committed to fostering an environment in which everyone can be their authentic self; building a workforce that truly reflects the diverse communities we serve.

We love to hear from anyone who is enthusiastic about working in social housing. We know people can be reluctant to apply if they don't fill 100% of the job requirements. So, if you are unsure that your qualifications and skills are what we are looking for in this role, why not let us decide?

We want to create a recruitment process that allows you to perform at your best! Should you need any support or information throughout the process, please reach out to our recruitment team at

recruitment@greatplaces.org.uk.