Customer Satisfaction Officer

Gloucester City Homes (GCH) is an ambitious, dynamic housing association with strong community roots. We are focused on building homes and communities where people can thrive and delivering valued services to our customers.

We’re now seeking a Customer Satisfaction Officer to be responsible for the management, coordination, and delivery of informal and formal complaints, in line with company policy and Housing Ombudsman’s complaint handling code.

You’ll ensure the effective resolution of complaints, considering EDI policies and vulnerabilities, and that they are aligned with Housing Ombudsman guidance, GCH cultural approach and expected timescales. You’ll ensure expressions of dissatisfaction from customer surveys are investigated fully and responded to as appropriate and be responsible for the effective coordination and cross organisational support in the delivery of informal and formal complaints; being pro-active with complaint handling, investigation, root cause and lessons learnt are tracked and provided to customers and relevant Managers.

This is a hybrid role with a minimum of two days per week at our Head Office in Gloucester.

We’d like you to…

• Be a self-starter.
• Be agile and innovative, able to think outside of the box to support the improvement of customer satisfaction.
• Have proven experience of delivering high quality work within tight deadlines.
• Have experience of taking minutes and working with confidential information.
• Have evidence of effective stakeholder management across all levels of an organisation.
• Have excellent IT skills; able to use Microsoft Word, Excel, PowerPoint, and Teams.
• Have excellent planning and organisational skills.
• Be highly numerate, comfortable analysing information.
• Have knowledge of corporate governance work or social housing regulation and compliance, or a similar regulated environment.
• Have some experience of coordinating or supporting customer complaints (desirable).
• Have completed a complaint handling course (desirable).

Closing Date - 25th November 2024.

GCH reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.

GCH is committed to equal opportunities. We actively encourage applications from all sections of our community, particularly those with lived experience of our work.

We celebrate the diverse nature of our customers and colleagues, striving to develop diverse teams where everyone can be their authentic self through an inclusive, family friendly, flexible and fun culture. Our values of pride, quality, integrity and innovation are at the heart of what we do. So if this sounds like you, we’d be delighted to hear from you!