Hours: 37.5 hours per week
This is a Permanent, Full Time vacancy.
We’re seeking a proactive Customer Feedback Manager to lead our Customer Feedback Team, driving a customer-centric approach to complaints handling and service improvements. In this key role, you’ll ensure compliance with regulatory standards, enhance the customer experience, and use feedback to shape future services.
Key Responsibilities:
1. Lead the Customer Feedback Team, fostering a culture of continuous improvement.
2. Oversee complaints management, ensuring compliance with the Housing Ombudsman Code and industry standards.
3. Manage complex complaints and support training in complaint handling.
4. Embed lessons learned from complaints and customer surveys to improve services through SMART action plans.
5. Develop effective feedback loops to show customers how their input drives change.
6. Collaborate with the Customer Data Insight Manager to identify trends and opportunities.
7. Act as a key liaison with the Housing Ombudsman Service.
What We’re Looking For:
1. Proven leadership in a complex organisation with a focus on change management.
2. Expertise in complaint handling, case management and knowledge of housing regulations.
3. Strong communication, empathy, and problem-solving skills.
4. Ability to motivate and coach teams, fostering a culture of excellence.
5. Analytical mindset to use feedback for driving meaningful improvements.
Why Join Us?
Make a real difference by ensuring customers’ voices shape our services. Join a supportive, innovative team committed to high standards and customer satisfaction.
Community Housing was formed in 2000 through a stock transfer from Wyre Forest District Council. We are a social business and one of Worcestershire’s largest Registered Providers of social housing, managing around 6000 homes and offering a range of services that help people to live independently.
We are proud of what we have achieved so far for the people and communities we support. Over the coming years we are focused on helping people to thrive and live independently, knowing they have a secure place they can call home, that they can afford, and with a landlord who cares about them.
Our Corporate Plan will help us to push forward and achieve results for our customers and communities. But even more so, it is our people that will drive our success.
When we are looking to recruit, we don’t just look for the best skillset or experience, we are also looking for people who will support our vision and ‘The Community Way’ of doing things.
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