Customer Experience Manager
Location: Hemel Hempstead
Salary: Up to £42,000
Role: Permanent
We are working with a well‑established client in the planned maintenance team in the Dover area, with responsibilities that include external projects such as window and roofing replacements.
The Role
This position focuses on improving the overall customer journey, building strong relationships, and ensuring a high standard of service across all interactions. You will lead customer engagement, oversee service delivery, and use data and feedback to drive continuous improvement.
Key Responsibilities
* Lead teams to deliver excellent customer and client experiences
* Manage relationships with customers and clients, ensuring expectations are met or exceeded
* Handle escalations, complaints, and service issues, identifying root causes and implementing long‑term solutions
* Use data, feedback, and insights to improve services and enhance customer satisfaction
* Develop and refine customer journey processes to increase efficiency and consistency
* Support community engagement initiatives and strengthen stakeholder relationships
* Monitor performance through KPIs and drive ongoing improvements
* Lead, support, and develop team members to ensure high performance
About You
* Experience in customer experience, resident engagement, or service delivery (ideally within social housing or similar sectors)
* Strong leadership and stakeholder management skills
* Ability to analyse data and implement service improvements
* Passion for delivering high‑quality customer outcomes
What’s on Offer
* Competitive salary and benefits package
* Career development and progression opportunities
* Supportive and inclusive working environment
Fortus Recruitment Group Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Fortus Recruitment is an equal opportunities employer.
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