Customer Satisfaction Officer

Inside Housing Management; Gloucester; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading housing management organization is seeking a Customer Satisfaction Officer to manage customer complaints and ensure high levels of customer satisfaction. You will be responsible for coordinating complaints while supporting the Customer Committees and Board. The ideal candidate should have experience in complaint management, strong organizational skills, and be proficient in office software. This position offers a full-time, permanent role with opportunities for hybrid working arrangements.

Qualifications

• Experience in managing and coordinating customer complaints.
• Knowledge of corporate governance work or social housing regulations.
• Ability to produce clear and professional meeting minutes.

Responsibilities

• Lead management and coordination of customer complaints.
• Ensure fair, timely, and high-quality responses to complaints.
• Provide administrative support to Customer Committees and Board.

Skills

Delivering high quality work under deadlines

Effective stakeholder management

Proficient in Microsoft Word

Proficient in Microsoft Excel

Proficient in Microsoft PowerPoint

Proficient in Microsoft Teams

Strong numeracy skills

Job description

Permanent, Full Time (37 hours per week)

Working from Home with occasional visits to the office.Job share applications will be considered.

Looking for a fresh challenge? At GCH you’ll be part of a friendly, supportive team that puts people first — whether that’s the customers we serve or the colleagues we work alongside. If you want to build a career you can be proud of, with an organisation that values your work each day, GCHInternational (GCH) is the place to be.

We’re now seeking a proactive Customer Satisfaction Officer to lead the management and coordination of informal and formal complaints, ensuring they are handled in line with company policy and the Housing Ombudsman’s Complaint Handling Code, while driving high levels of customer satisfaction.

In this role, you’ll ensure our customers receive a fair, timelyגב, and high‑quality response when raising complaints or concerns and you’ll provide proactive administrative support to Customer Committees and the Board, including minute‑taking, while helping to drive continuous service improvement and high levels of tenant satisfaction. You’ll take account of EDI policies, vulnerabilities, and compliance with the Housing Ombudsman’s guidance and investigate feedback from customer surveys, identify learning opportunities, and ensure improvements are implemented and shared across the organisation.

So, if you are a self‑starter, have excellent planning and organisational skills and have knowledge of corporate governance work or social housing regulation and compliance, or a similar regulated environment, we’d like to hear from you!

We’d like you to have…

• Proven experience of delivering high quality work within tight deadlines.
• Proven ability to produce clear, professional minutes and manage sensitive information.
• Evidence of effective stakeholder management across allFabric organisation levels.
الفوز (co-ordinatin or supporting customer complaints and/or ISO quality management systems would be advantageous.
• Excellent IT skills – able to use Microsoft Word, Excel, PowerPoint, and Teams.
• Strong numeracy skills and comfortable analysing information.

Closing Date: 9th February 2026.

GCH reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.