Stockport Homes Group
Customer Feedback & Complaints Manager
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Permanent, Full Time (37 hours per week)
At Stockport Homes Group, we know feedback is one of the clearest ways we hear what matters to customers, where services need to improve, and how we build greater trust.
We are looking for a Customer Feedback & Complaints Manager to lead our Customer Feedback team and help shape a fair, empathetic and high-performing complaints and feedback service. This is an important role within a C1 regulated organisation, where customer voice, accountability and learning are central to how we improve.
You will lead and develop a team made up of one Senior Customer Feedback Officer and five Customer Feedback Officers, reporting to the Head of Customer Voice. Your focus will be to ensure complaints and feedback are handled fairly, consistently and within the requirements of the Housing Ombudsman Complaint Handling Code, while using insight and learning to improve services across Stockport Homes Group.
What you will be doing
- Manage, coach and develop an engaged and high-performing Customer Feedback team, supporting colleagues to deliver consistently high-quality complaint handling.
- Oversee compliance with the Housing Ombudsman Complaint Handling Code, including timescales, quality, remedies and learning outcomes.
- Use complaints, customer feedback, data and insight to identify root causes, themes and systemic issues, making sure learning is translated into measurable service improvements.
- Produce reports evidencing complaint performance, key themes, risks and learning.
- Work collaboratively with service areas to manage risk and promote a positive complaint handling culture across the organisation.
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About you
- Experience from a customer service, complaints, feedback or customer insight role, ideally within social housing or another regulated environment.
- A strong understanding of the Housing Ombudsman Complaint Handling Code and the Social Housing Regulator’s Consumer Standards.
- Ability to lead with empathy, confidence and clarity.
- Skills in coaching and motivating people, managing performance and quality, and supporting colleagues to handle complex or sensitive complaints with professionalism and sound judgement.
- Confidence using data and insight to drive improvement, reviewing the quality of complaint responses and processes, and constructively challenging and influencing senior stakeholders.
- A CIH Level 4 qualification, or willingness to work towards this.
If you wish to discuss this role further before applying, please contact Cheryl McCabe, Head of Customer Voice: Cheryl.mccabe@stockporthomes.org
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Recruitment agencies need not contact us regarding this vacancy.
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.
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: 7th September 2026
Interview Date: 17th September 2026
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