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Customer feedback Officer

  • Employer
    South Tyneside Homes
    South Shields Town Hall
    Closing date
    Noon on 14 July 2022
    Band 6 - £25,925 to £27,319 pa
    Strategic group
    South Tyneside Homes
    Office ID

The Company

South Tyneside Homes is an arms-length management organisation (ALMO) created by South Tyneside Council to manage, maintain and improve its 17,000 council homes and estates.

We are a not-for-profit company 100% owned by South Tyneside Council.

Staff are central to what we do and the services we provide. One of our company's strategic objectives is to be an "employer of choice, efficient and well-governed" and we aim to have a motivated, well-trained and diverse workforce to meet the needs of the business both now and in the future.

If you are passionate and motivated to make a positive lasting impact in South Tyneside, then please read on...

We're currently looking for a Customer Feedback Officer to join our team on a full-time, permanent contract and help us deliver exciting new changes across our organisation.

The Benefits

·     Salary of £25,925 to £27,319 per annum

·     Local Government Pension Scheme

·     Generous Annual Leave package of 25 days rising to 29 days after 5 years' service to give you a good work/life balance

·     Flexi

·     Reduced cost public transport tickets for travel around Tyne and Wear

·     Health and Wellbeing Group

·     Staff Suggestion Scheme

·     Comprehensive Induction

The Role

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.

About You

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. 

You will be 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 you are interested by what you have read and meet our criteria we would love to hear from you.  

Please submit your CV, with a covering letter of no more than 2 sides of A4 as well as the equality and diversity form. 

Applications need to be returned to

If you would like to know any more we will be pleased to answer any of your questions.  Please contact Elaine Wallace, Assistant Head of Housing on 0191 426 8412 or email to  or Chris Perry, Customer Service Manager on 0191 4268439 or email

Closing date: noon on Thursday 14th July 2022. BT Typetalkers welcome.

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

South Tyneside Homes are an equal opportunities employer.  We value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.

E&D Form E & D Form38.22KB