Customer Advocacy Officer

Customer Advocacy Officer – £28,962.57 per annum – Stafford (Hybrid)

The Role

Are you experienced in customer service and have a knack for resolving complex customer issues? Do you have a keen eye for detail and a talent for clear communication? If so, this could be the perfect opportunity for you!

Housing Plus Group is seeking a Customer Advocacy Officer to join our dedicated team. You'll play a key role in delivering exceptional customer service by handling complaints, feedback, and compliments. As a champion for our customers, you'll work closely with colleagues to find the best solutions, ensuring clear communication throughout.

You'll collaborate with the Improvement and Insight Officer to identify trends in customer feedback, using your insights to drive improvements in our services.

Please apply online with your CV and a cover letter. If you need any support in submitting your application, please email .

Key Responsibilities:

• Manage and resolve customer complaints, feedback, and compliments.
• Act as the primary point of contact for customer advocacy.
• Collaborate with stakeholders to ensure comprehensive issue resolution.
• Provide insights from complaints to improve service delivery.
• Maintain consistent communication with customers and stakeholders.
• Promote a strong customer focus in service delivery.

The Company

Housing Plus Group is one of the largest providers of affordable homes and care in the area, employing almost 1,000 people. We offer rewarding roles with excellent training and career development pathways. Our services cover Staffordshire and Shropshire, ensuring customers receive outstanding services they can trust. Housing Plus Group includes Care Plus, Property Plus, and Severn Homes.

Benefits:

• Comprehensive induction programme.
• Excellent learning opportunities with mandatory and specialist training.
• 25 days holiday (increasing with each year of service, up to 30 days).
• Bank holidays and three concessionary days over the Christmas period.
• Contributory pension scheme and Cycle to work scheme.
• Employee Healthcare Portal access.
• Eye care vouchers.

The Person

• Minimum of 2 GCSEs in English and Maths (A-C).
• Experience in a customer service or customer experience environment.
• Familiarity with case management systems or equivalent tools.
• Experience in investigating/resolving complaints or complex customer service queries is desirable.
• Proficient in Microsoft Word, Excel, and Visio. Aptitude to learn new systems as required.
• Ability to work flexibly and diffuse challenging situations.
• Strong customer focus in service delivery.
• Excellent written and verbal communication skills.
• Good planning and organisational skills.
• Experience with the Housing Ombudsman Complaint Handling Code (desirable).