Customer Satisfaction Officer
6 months ago
**Up to 18 Month Fixed Term Contract, Full Time**
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 Officer **to be responsible for the management, coordination, and delivery of informal and formal complaints, in line with company policy and Housing Ombudsman’s complaint handling code.
You’ll ensure the effective resolution of complaints, considering EDI policies and vulnerabilities, and that they are aligned with Housing Ombudsman guidance, GCH cultural approach and expected timescales. You’ll ensure expressions of dissatisfaction from customer surveys are investigated fully and responded to as appropriate and be responsible for the effective coordination and cross organisational support in the delivery of informal and formal complaints; being pro-active with complaint handling, investigation, root cause and lessons learnt are tracked and provided to customers and relevant Managers.
This is a hybrid role with a minimum of two days per week at our Head Office in Gloucester.
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