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18 Month Fixed Term Contract (Maternity Cover), Full Time (37 hours per week)

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 Manager – someone to lead the management, coordination, and delivery of informal and formal complaints, in line with company policy and Housing Ombudsman’s complain handling code.

Leading the Complaints and Satisfaction team, you will ensure employees are highly engaged, professional and outcome focused with objectives within the Strategic and Delivery Plans being achieved. You will listen and act on feedback, putting plans in place to improve overall customer satisfaction. You will drive organisation wide continuous improvement through feedback and disputes, influencing to achieve overall high level of consumer satisfaction measures. You will utilise the complaints handling code and Housing Ombudsman’s guidelines to ensure we are assessing and delivering against the code and publish the self-assessment on the website for transparency.

We’d like you to…

• Have experience of managing customer complaints, satisfaction and/or quality systems to drive improvements.
• Have knowledge of successful complaints handling frameworks.
• Demonstrate knowledge of risk assessing and impact management.
• Have proven experience of effective stakeholder management, with strong negotiation and persuasion skills to gain buy in.
• Have experience of report and/or policy writing and research.
• Have experience of managing small budgets.
• Have experience of leading and managing a small team to deliver successful outcomes.
• Hold a Leadership or Management qualification (desirable).
• Have knowledge of social housing regulation and compliance, or a similar regulated environment (desirable).

Closing Date: 31st July 2023

Interviews to be held: 4th August 2023

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!

Gloucester City Homes is committed to equal opportunities and actively encourages applications from all sections of the community including our customer

At GCH, we celebrate the diverse nature of our customers and strive to develop diverse teams where everyone can be their authentic self. This means we actively encourage people from underrepresented backgrounds to apply and we do not discriminate based on age, disability, sex, race, religion or belief, gender identity, sexual orientation, or marital status. We are a family-friendly employer with a culture based on our values of pride, quality, integrity and innovation.INDSP