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Head of Customer Voice

Location: Stockport

Salary: Starting from £49,764 per annum

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:

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Lead the evolution and implementation of the Customer Voice and Influence Strategy.

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Maximise high quality engagement opportunities for customers, ensuring their voices are heard and valued.

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Oversee the Customer Feedback Team, ensuring effective handling of feedback and complaints in line with the Housing Ombudsman’s Complaint Handling Code.

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Inspire and motivate teams of customer engagement and feedback specialists.

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Drive internal cultural change to ensure customer voice is central to decision-making.

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Promote the use of technology to enhance customer engagement.

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Regularly engage with senior colleagues, elected members, and the Board to secure commitment to the Customer Voice agenda.

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Participate in public engagements to raise SHG’s strategic profile.

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Ensure customers are informed about how their feedback has been acted upon.

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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