We’re a values-driven, charitable organisation on a mission to make a real difference in Sunderland. Every day, we provide more than 60,000 people with a place they’re proud to call home.
Our vision is clear: everyone deserves a good-quality home they can afford. We invest millions of pounds each year to keep our homes safe and decent, while also playing a part in tackling the UK housing crisis by building hundreds of modern, energy-efficient homes for rent right here in Sunderland.
If you share our passion for creating thriving communities and want to be part of something that truly matters, we’d love for you to join us and help achieve our vision.
If you have any accessibility needs or require adjustments, please let us know—we’re here to support you.
We may close this vacancy earlier than the advertised closing date if we receive a large number of applications. We encourage you to apply as soon as possible to ensure your application is considered.
Salary :
£35,639.00
Customer Voice Partner
Location: Doxford Park, Sunderland.
We have an exciting opportunity to join our Customer Voice team — a team that gives our customers a voice when it matters most.
At the heart of everything we do, the Customer Voice team helps resolve issues, rebuild trust and drive meaningful improvements across our services. As a Customer Voice Partner, you’ll play a key role in managing the customer complaints process, working closely with teams across the Group to understand concerns, coordinate responses and ensure outcomes are fair, transparent and customer‑focused.
You’ll also help shape and deliver innovative, sustainable ways to engage with our customers — ensuring their voices influence decisions across the Group, in line with the Government’s Social Housing White Paper.
We believe in the power of collaboration and flexibility, so you can expect to be based at our Doxford Park, Sunderland head office and to spend time in the office and elsewhere. The use of our office space is driven in part by your role and the activities you need to do. This may vary from time to time, so you will need to work in a flexible way to unlock your best work.
We support a great work-life balance with our standard 36-hour working week, Monday to Friday. Plus, enjoy an early finish at 12:30 pm every Friday—giving you more time for what matters to you. We are also proud to be certified as a “Great Place To Work
A full UK driving licence and a basic DBS check (arranged and funded by Gentoo) are required for this position.
What you will be doing:
Manage the customer complaint process end-to-end, providing a consistent, centralised service on behalf of the Group.
Triage queries and resolve issues at the first point of contact wherever possible.
Lead complaint investigations proactively, in line with complaints policy and regulatory requirements.
Work closely with managers across the business to gather information and ensure agreed actions are followed through.
Partner with internal teams to deliver a high‑quality, joined‑up customer experience.
Maintain accurate, up‑to‑date records so all teams have clear visibility of complaint status and outcomes.
Ensure customers receive a dedicated, fair and transparent service, compliant with Housing Ombudsman and regulatory standards.
Take a proactive, hands‑on approach to resolving complaints, including direct contact with customers by phone and through home visits where appropriate.
Manage MP enquiries efficiently and effectively, ensuring timely, high‑quality responses.
Use complaint data and insight to identify trends, drive service improvements and prevent repeat issues.
Work collaboratively with Communications, T&T and Governance colleagues to support effective complaint handling and engagement.
Support the Customer Complaints Lead and Customer Insight Advisor to ensure the customer voice shapes Group priorities and decisions.
Contribute to continuous improvement activity to increase customer engagement and satisfaction.
Build strong relationships with internal teams, external partners and stakeholders.
Recruit, support and encourage customers to get involved, ensuring diverse voices are represented.
Attend, coordinate and represent Gentoo at relevant partnership and engagement meetings.
Help develop innovative, inclusive ways to engage customers and strengthen their influence on governance and decision‑making.
What you will bring:
A commitment to continuous professional development, with education to GCSE level (or equivalent).
Proven experience of working collaboratively and building positive relationships with colleagues and stakeholders at all levels.
Strong organisational skills, with a proactive, detail‑focused and self‑starting approach.
Confidence using Microsoft Word, PowerPoint and Excel.
An empathetic, compassionate and customer‑focused mindset.
Resilience and professionalism, with the ability to remain calm, tactful and diplomatic in challenging or confrontational situations.
A courteous, effective and professional approach in all interactions.
It would be great if you also had (but not essential):
An understanding of complaint handling within social housing, including awareness of the Housing Ombudsman Service.
Experience in housing or property management, with insight into customers, properties and operating environments.
An interest in digital innovation and adopting new ways of working.
Experience in customer engagement and feedback activities, such as consultations or surveys.
A strong commitment to quality, customer service, innovation and value for money.
Some of our great benefits include:
31 days annual leave (plus bank holidays) with an option to purchase up to 5 additional days per year.
Early finish on Fridays
Flexible and hybrid working.
Free Health Cash Plan, with cashback for dental, optical, physio, wellbeing therapies and more, with some free child cover.
Access to private healthcare through the Health Cash Plan.
Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution.
Salary sacrifice electric vehicle scheme
Enhanced family-friendly leave
Car mileage allowance if you use your personal vehicle for business purposes.
Life assurance cover to the value of 3 times your annual salary
We are a values-led, charitable organisation that provides more than 60,000 people in Sunderland with a place they can call home.
We have a clear vision and a social purpose. We believe that everyone has the right to live in a good quality home that they can afford.
We invest millions of pounds every year to keep our existing homes safe and decent. We also play our part in helping to deal with the UK housing crisis by building hundreds of new, modern homes for rent in Sunderland.
