Customer Feedback Manager

We're seeking a proactive Customer Feedback Manager to lead our Customer Feedback Team, driving a customer-centric approach to complaints handling and service improvements. In this key role, you'll ensure compliance with regulatory standards, enhance the customer experience, and use feedback to shape future services.,

• Lead the Customer Feedback Team, fostering a culture of continuous improvement.
• Oversee complaints management, ensuring compliance with the Housing Ombudsman Code and industry standards.
• Manage complex complaints and support training in complaint handling.
• Embed lessons learned from complaints and customer surveys to improve services through SMART action plans.
• Develop effective feedback loops to show customers how their input drives change.
• Collaborate with the Customer Data Insight Manager to identify trends and opportunities.
• Act as a key liaison with the Housing Ombudsman Service
  
  Proven leadership in a complex organisation with a focus on change management.
• Expertise in complaint handling, case management and knowledge of housing regulations.
• Strong communication, empathy, and problem-solving skills.
• Ability to motivate and coach teams, fostering a culture of excellence.
• Analytical mindset to use feedback for driving meaningful improvements.