Login to Apply

Job Title:
Customer Advocacy Officer

Salary:
£29,686.63 per annum

Location:
Stafford (with hybrid working)

Hours:
37 hours per week, fixed-term contract for 12 months

We currently have a great opportunity for a Customer Advocacy Officer to join our successful in-house Homes Plus Customer Experience team on a full-time, fixed term contract for 12 months. This is also a secondment opportunity.

The role

As a Customer Advocacy Officer (Complaints), you will play a crucial role in the successful delivery of our approach to handling complaints, feedback, and compliments. As an advocate for our customers, you will ensure the best possible resolutions, working closely with stakeholders to address issues comprehensively. Your role as the primary point of contact will guarantee consistent communication and outstanding service.

Collaborating with the Improvement and Insight Officer, you will bring valuable insights from complaints to light, driving improvements in service delivery across the Group. Your commitment to transparency, influence, and accountability will foster an environment where customer feedback leads to tangible enhancements for all our customers.

What skills and experience we are looking for:

* Minimum of 2 GCSEs in English and Maths (A-C)

* Experience of working in a customer service or customer experience environment

* Experience of case management systems or equivalent tools

* Experience of investigating / resolving complaints or complex customer service queries is desirable

* Good I.T. skills, including Microsoft Word and Excel and Visio. Aptitude to learn new systems as required

* Ability to work flexibly

* Ability to diffuse challenging situations

* Ability to promote a strong customer focus in service delivery

* Excellent written and verbal communication skills

* Ability to handle challenging customers with diplomacy

* Good planning and organisational skills

* Experience of the Housing Ombudsman Complaint Handling Code (desirable)

We can offer you

As well as hybrid working (after a successful probationary period), we offer a comprehensive induction programme and excellent learning opportunities; with mandatory and specialist training available. We offer 25 days holiday (increasing with each year of service, up to a maximum of 30 days), bank holidays and three concessionary days over the Christmas period. We also offer the option to join our contributory pension scheme, access to a dedicated Employee Healthcare Portal, eye care vouchers and a cycle to work scheme. Please see our HPG Benefits page for more information.

About us

We’re one of the West Midlands’ largest housing and care providers, with over 33,000 homes and a bold vision for the future. We create places people are proud to call home.

The way we work is shaped by three simple behaviours:

* Own it – make it happen

* Improve it - move things forward.

* Live it – show understanding and compassion

We’re building something special and need talented people to help lead the way. There’s never been a better time to join us and make a real difference.

How to apply

Please apply on our company website with your CV and a cover letter.

Closing date: Friday 20th June 2025 - interviews may take place throughout the advert

* We are committed to carrying out safeguarding checks with all our colleagues. These checks may vary according to the role you have applied for, please refer to the job description for this role for details.

* We may close this vacancy early if we receive a high volume of applications.

* If you have not received an update within 2 working weeks of submitting your application, please assume that you have been unsuccessful on this occasion