Contract: Full Time, 37 Hours per Week Closing Date: 13th April 2025 Interview Date: 24th April 2025 Are you passionate about amplifying customer voices and driving positive change? Stockport Homes Group is looking for a dynamic and forward-thinking Head of Customer Voice to lead the development and delivery of our 'Customer Voice and Influence' Strategy. This pivotal role ensures regulatory compliance and prioritises customer voice in decision making processes. In this role you will: Lead the evolution and implementation of the Customer Voice and Influence Strategy. Maximise high quality engagement opportunities for customers, ensuring their voices are heard and valued. Oversee the Customer Feedback Team, ensuring effective handling of feedback and complaints in line with the Housing Ombudsman’s Complaint Handling Code. Inspire and motivate teams of customer engagement and feedback specialists. Drive internal cultural change to ensure customer voice is central to decision-making. Promote the use of technology to enhance customer engagement. Regularly engage with senior colleagues, elected members, and the Board to secure commitment to the Customer Voice agenda. Participate in public engagements to raise SHG’s strategic profile. Ensure customers are informed about how their feedback has been acted upon. Play a key role in developing SHG’s Customer Experience Strategy. To be successful in this role you will need extensive knowledge and experience in customer engagement and community development, an excellent understanding of the Housing Ombudsman’s Complaint Handling Code, and an independent mindset with the ability to develop new concepts. Strong negotiation and influence skills at a senior level, a forward-thinking approach to strategic coordination and decision making, and the ability to present ideas and strategies engagingly are essential. You should possess inspirational leadership skills, resilience, tenacity, and a strong work ethic, along with excellent interpersonal and communication skills. Ready to take on this exciting challenge? Join us in making a difference and ensuring that every customer’s voice is heard and valued We can’t wait to hear from you About Us Stockport Homes Group is a vibrant organisation committed to building strong collaborative relationships locally, regionally, and nationally. We are passionate about providing housing, building new homes in Stockport, and transforming the lives of our customers. Our mission is to provide comfortable and affordable homes while actively engaging with customers and communities. 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. About Us Stockport Homes is Stockport’s largest landlord and a management organisation which acts as landlord for both Stockport Council’s social housing and our own property portfolio. But we’re more than just so-called rent collectors. We’re an award-winning, trailblazing public sector company that strives to transform lives by offering tenants advice and support on health and wellbeing, finance, youth engagement, employment and education opportunities as well as help in the home. At Stockport Homes we believe in being ambitious, making a difference in our local communities, and serving our customers with passion. We believe in approaching problems with innovation, in respecting our partners, colleagues and customers and in striving for excellence. We are an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. 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 appreciate the strength we gain from having and supporting our diverse teams. Diversity contributes to our inclusive culture and allows us to be truly representative of the communities we work in. Our Benefits Our Community Previous Next Documents