Job Description
Customer Voice and Engagement Manager
Salary: £43,000 - £47,000Location: Ptarmigan House, Shrewsbury Business ParkContract: Permanent | 37 hours per week
We don't just listen to our customers - we act on what they tell us.
At Shropshire Towns & Rural Housing (STAR Housing), we're looking for an experienced Customer Voice and Engagement Manager to lead, champion and embed the resident voice across everything we do.
This is a senior, high‑impact role where you'll ensure customer insight, lived experience and scrutiny directly influence our services, decisions and performance - and that we can clearly evidence this to our Board, EMT and the Regulator.
What you'll do
* Lead STAR's approach to customer voice, engagement, scrutiny and insight
* Manage and empower our Customer Scrutiny Panel to provide effective challenge
* Turn customer feedback into real, measurable service improvements
* Ensure compliance with the Social Housing (Regulation) Act 2023 and Consumer Standards
* Provide assurance through high‑quality reporting to EMT and Board
* Champion equity, diversity and inclusion in all customer engagement activity
What we're looking for
* Proven experience in customer engagement, scrutiny or resident involvement
* Strong understanding of social housing regulation and consumer standards
* Excellent influencing and relationship‑building skills
* Confidence using insight and data to drive improvement
* A genuine passion for putting residents at the heart of services
Why join STAR Housing?
* A visible, influential role with senior leadership
* The chance to shape services for over 4,000 homes and communities
* Local Government Pension Scheme
* 28 days annual leave (rising to 33 days after 5 years)
* A values‑driven organisation focused on quality homes and vibrant communities
Interview date: 19th May 2026Please ensure you are available to attend on this date.
If you're ready to make a real difference through customer voice, we'd love to hear from you.
PandoLogic. Keywords: Customer Marketing Manager, Location: Shrewsbury, ENG - SY3 8BE