Customer Feedback Manager - community housing : Job Details

Customer Feedback Manager

Kidderminster, Worcestershire (Hybrid Working)

£39,375.00

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:

• Lead the Customer Feedback Team, fostering a culture of continuous improvement.

• Oversee complaints management, ensuring compliance with the Housing Ombudsman Code and industry standards.

• Manage complex complaints and support training in complaint handling.

• Embed lessons learned from complaints and customer surveys to improve services through SMART action plans.

• Develop effective feedback loops to show customers how their input drives change.

• Collaborate with the Customer Data Insight Manager to identify trends and opportunities.

• Act as a key liaison with the Housing Ombudsman Service

What We’re Looking For:

• Proven leadership in a complex organisation with a focus on change management.

• Expertise in complaint handling, case management and knowledge of housing regulations.

• Strong communication, empathy, and problem-solving skills.

• Ability to motivate and coach teams, fostering a culture of excellence.

• 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.