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Customer Advocacy Officer

2 weeks ago

Acton, Greater London, United Kingdom The Wrekin Housing Group Limited Full time £29,686 - £40,000 per year

Job Introduction

Job Title: Customer Advocacy Officer

Salary: £29,686.63 per annum

Location: Stafford with hybrid working

Hours: 37 hours per week

Contract type: Fixed term contract for up to 6 months

About the role:

Are you passionate about complaints and looking for an opportunity to make a real difference? We currently have an exciting opportunity for a Customer Advocacy Officer to join our dedicated Customer Advocacy team on a full time, fixed term basis.

What you'll be doing:

As a Customer Advocacy Officer, you will play a vital role in supporting the Group's approach to handling complaints, feedback, and compliments. In this role, you'll act as a dedicated advocate for our customers, ensuring their voices are heard and their concerns are resolved to the highest standard.

You'll be the single point of contact throughout the process, providing consistent, transparent, and respectful communication. Working closely with key stakeholders and the Improvement and Insight Officer, you'll help drive service improvements by identifying trends and ensuring that feedback leads to meaningful change. If you're committed to fairness, accountability, and enhancing the customer experience, we'd love to hear from you.

We're looking for someone who has:

  • Minimum of 2 GCSE's in English and Maths A-C
  • Experience in handling high volume complaint handling (desirable)
  • Experience of working in a customer service or customer experience related environment
  • Good technical knowledge of housing
  • Experience of case management systems or equivalent tools
  • Good IT skills, including Microsoft Word and Excel and Visio with aptitude to learn new systems as required
  • Significant knowledge of Housing Ombudsman regulatory requirements (desirable)
  • Ability to work flexibly
  • Ability to promote a strong customer focus in service delivery
  • Excellent verbal and written communication skills with ability to advocate and be diplomatic

We can offer you

A comprehensive induction programme with excellent learning opportunities; with mandatory and specialist training available. We can 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.

Our Inclusive Culture:

The Housing Plus Group is an inclusive employer committed to supporting all employees. We know that people perform better when they can be themselves, so creating a culture which is inclusive isn't only the right thing to do, but is crucial to the success of any organisation. All of our employee networks make a positive contribution to how we are able to support all of our staff and includes networks such as our LGBTQ+ employee group, disability positive, heritage and culture and our allies' network.

How to apply

Please hit the Apply Now button to apply online with your up-to-date CV. If you need any support with submitting your application, please email

Closing date: Friday 5th December Interviews may be held throughout the campaign

  • 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.

  • Terms and Conditions are subject to review and may be amended from time to time, any changes to benefits advertised would be discussed during offer and onboarding.