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
You will manage, coach and develop an engaged and high-performing Customer Feedback team, supporting colleagues to deliver consistently high-quality complaint handling. You will oversee compliance with the Housing Ombudsman Complaint Handling Code, including timescales, quality, remedies and learning outcomes.
You will use complaints, customer feedback, data and insight to identify root causes, themes and systemic issues, making sure learning is translated into measurable service improvements. You will also produce reports evidencing complaint performance, key themes, risks and learning.
A key part of the role will be working collaboratively with service areas to manage risk and promote a positive complaint handling culture across the organisation.
About you
You will bring experience from a customer service, complaints, feedback or customer insight role, ideally within social housing or another regulated environment. You will have a strong understanding of the Housing Ombudsman Complaint Handling Code and the Social Housing Regulator’s Consumer Standards.
We are looking for someone who can lead with empathy, confidence and clarity. You will be able to coach and motivate people, manage performance and quality, and support colleagues to handle complex or sensitive complaints with professionalism and sound judgement.
You will also be confident 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, is also required.
If you wish to discuss this role further before applying, please contact Cheryl McCabe Head of Customer Voice [email protected]
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 [email protected].
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
Welcome to Stockport Homes Group (SHG), an umbrella organisation for four, socially responsible interdependent companies within the housing sector. What makes us unique is our vision: one where entrepreneurship and commercialisation go hand in hand with social impact.
We are Stockport's largest landlord, managing over 12,000 properties on behalf of Stockport Council and Private Landlords, as well as our own growing portfolio of new build homes.
As builders, landlords, architects and developers we believe in collective responsibility for more affordable housing. Equally, through a commitment to a range of wrap around services we look for ways to improve people's lives: from advice and support on health and wellbeing, to employment, educational opportunities and help in the home.
All our profit is reinvested within the group to maximise opportunities for those who most need our help.
Companies within SHG:
Stockport Homes - Stockport Homes was formed in 2005, to manage housing stock across Stockport on behalf of Stockport Council. As a limited company, we operate as an ALMO which is an ‘Arm’s length management organisation’, so whilst the company is owned by the Council, we operate independently on day-to-day matters and in delivering services to our customers. We are committed to providing quality homes across Stockport and listening to the voice of our customers to continually improve our services.
Three Sixty - Three Sixty delivers innovative, high-quality construction, maintenance and facilities management services across Stockport, Greater Manchester and Cheshire. We are trades people who operate with a friendly, community-led approach. We get the balance right between excellent customer service and service delivery. We take pride in giving back to our local communities and each year we Gift Aid our profits to SKylight to support the work they do to help Stockport and the borough thrive.
Skylight - SKylight is a Charitable Community Benefit Society, established in 2018, dedicated to transforming lives in Stockport. We work closely with local communities to support people into employment, alleviate poverty and enhance digital skills. Our services help individuals live independently while fostering strong community networks, particularly for those facing disadvantages. We are proud to contribute to making Stockport a great place to live and work.
Viaduct Housing Partnership - Formed in 2017, Viaduct is a development partnership between Stockport Homes Group and Stockport Council, focusing on building more affordable homes in Stockport.
SHG is proud to be an award-winning organisation dedicated to transforming the lives and communities of our customers and as a public-private sector fusion, SHG is focused on future growth and excellence - looking for the best people to join the Group to be on this exciting journey.
