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Customer Feedback Officer

  • Employer
    South Tyneside Homes
    South Shields Town Hall
    Closing date
    Noon on 04 December 2020
    Band 6 - £25,479 to £26,849 pa
    Strategic group
    South Tyneside Homes
    Office ID

South Tyneside Homes manages estates and council housing stock on behalf of South Tyneside Council. We firmly believe in the importance of using customer feedback, in all its forms, to improve the services we provide to our customers.

An exciting opportunity has arisen for a customer service professional to join our Customer Feedback Team based in the Town Hall at South Shields. If you would like to make a difference to the lives of tenants living in South Tyneside and are committed to providing excellent customer service then this may be the job for you!

We are looking to appoint a Customer Feedback Officer on a full time, permanent basis to deliver a customer focussed feedback service by providing our customers with an opportunity to raise issues of concern with us. This is a great opportunity if you like responding to and providing solutions to customer complaints, and if you like to analyse and produce statistical reports in order to identify the trends and learning from customer feedback.

This is a fantastic opportunity to be part of a high performing, motivated and customer focused team with a proven track record of providing excellent customer service.

So what are we looking for?

Reporting to the Assistant Head of Housing, the Customer Feedback Officer will be able to:

  • Log and allocate compliments, complaints and other feedback;

  • Analyse data and produce monthly, quarterly and annual reports;

  • Investigate complaints at the final stage of our complaints process and produce written responses for customers;

  • Develop and deliver training on how to use our in-house Feedback System, and on complaint handling/running successful complaint investigations.

We are looking for someone who seeks solutions, is able to see the bigger picture and who is committed to using customer feedback to identify learning and improvements to services.

We are looking for someone who is a highly motivated team player, and who is enthusiastic and passionate about delivering excellent customer service and supporting colleagues to perform to the highest level. You will be able to work professionally and effectively with staff and managers at all levels of the organisation in order to achieve the best possible outcome for customers.

Whilst you are tenacious about gathering facts and assimilating data in order to investigate a complaint, you are also aware of when discretion is needed to suit individual situations.

Most of all you will genuinely care about ensuring that customers receive excellent services, be willing to identify where there have been service failings, and work with Heads of Service to identify solutions. If this describes you and you are interested in this post please get in touch, we would love to hear from you!

If you are interested by what you have read and meet our criteria we would welcome an application form you in the form of our Application Form completed in full. Please note we do not accept CV's for this post.

For informal discussion, please contact Elaine Wallace, Assistant Head of Housing by telephone on 0191 426 8412 or by email at

Closing date: noon on Friday 4th December 2020. BT Typetalkers welcome.

Please may we ask you to submit your Application form via email to where possible? We apologise but due to the circumstances there may be unavoidable delays in the receipt and processing of posted Application forms.

Interviews will take place on a date to be confirmed and where possible will be carried out via the ZOOM platform.

Please note that we are following Government guidance with regard to the Covid19 Pandemic and although South Shields Town Hall will be your normal base, you may be required to work from home until social distancing restrictions are lifted.

Diversity is about meeting the needs of a broader range of people so that no one is excluded because they have different needs, different expectations, or because they need to access services in different ways.

Please do not hesitate to contact us if you have any specific requirements during the application process.