Customer Advocacy Officer

An advocate is someone who gives voice to someone else by supporting them and helping them express their views. So, as well as managing complaints and using an understanding of that feedback to improve our services, this team will also be advocating for our customers.

The role

As a Customer Advocacy Officer, 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.

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)

As one of the largest providers of affordable homes and care in the area, employing almost 1,000 people, Housing Plus Group offers rewarding roles with excellent training and career development pathways delivering services that customers can trust across Staffordshire and Shropshire. Housing Plus Group companies include Care Plus, Property Plus and Severn Homes.

Housing Plus Group values the diversity of its communities and aims to have a workforce that is representative of this. We create inclusive environments for our people and customers where we can be our true authentic selves. We welcome applications from all sections of our community.

Join our team at Housing Plus Group, where we value your time as much as your talent. We offer flexible working options such as hybrid working and adaptable schedules, to enable you to develop your career while maintaining a great work-life balance. You can find out more about Housing Plus Group and why we are a great place to work in the About Us guide attached.

The boards of Housing Plus Group and The Wrekin Housing Group have decided to take the next steps towards a formal merger. The formal merger is expected to take place in January 2025 when all the legal and regulatory requirements have been completed, at which time The Wrekin Housing Group will become part of the new Housing Plus Group. Find out more on our merger update page.