Are you passionate about delivering excellent customer service and driving positive change? Stockport Homes Group is looking for a dedicated Customer Feedback Team Leader to join our high performing Customer Feedback Team. In this role, you will ensure top performance in handling formal complaints, MP and Councillor enquiries, and escalated customer concerns. You'll manage complex cases, facilitate Stage 2 complaints, and provide high-quality support and coaching to our Customer Feedback Officers and managers. In this role you will: Monitor cases and workloads to ensure effective handling within set timescales. Support and coach Customer Feedback Officers to maintain best-in-sector performance. Undertake complaint investigations and responses, focusing on complex cases. Utilise expert knowledge of the Housing Ombudsman’s Complaint Handling Code. Assist the Customer Experience Manager with Housing Ombudsman responses and reporting. Maintain professional relationships with MPs, Councillors, and other stakeholders. Identify training needs and support the delivery of training programs. About You: Passionate about providing good outcomes for customers from diverse backgrounds. Flexible, highly organised, and able to work in a fast-paced environment. Excellent knowledge of the Housing Ombudsman’s Complaint Handling Code. Strong written and verbal communication skills, with a sensitive and empathetic approach. Excellent problem-solving skills and ability to find effective solutions. Ability to draw insights from customer feedback and propose positive changes. Attention to detail and ability to quickly analyse and understand information. Effective at working with colleagues at all levels and challenging when necessary. If you are enthusiastic about providing exceptional customer service and driving improvements, we want to hear from you. 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. 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 Limited terms and conditions. If you would like an informal chat about the role, please contact Chris Czyzyk (Customer Experience Manager) on. If you need any additional support with your application, please contact the People & OD Team on. We encourage you to apply early We may close the vacancy sooner if we find the right candidate. Closing date: 16th March 2025 Interview date: 3rd April 2025