Overview
Customer Experience Manager - Social Housing
Location: Hemel Hempstead HP3
Salary: £43,000 per year - Permanent
Benefits: Company pension, 25 days holiday plus bank holidays, wellbeing resources, retail & lifestyle discounts, enhanced family leave, recognition initiatives
Responsibilities
* Develop, manage, and strengthen relationships with internal and external customers.
* Ensure contract delivery meets or exceeds client and organisational requirements.
* Manage correspondence from clients and customers professionally and promptly.
* Act as the point of contact for escalated customer queries.
* Monitor client satisfaction and address issues proactively.
* Enhance communication channels according to client and customer needs.
* Foster strong working relationships with colleagues, clients, and stakeholders.
* Maximise opportunities to improve customer satisfaction, reflecting core organisational values.
* Provide support and guidance on procedural and technical matters.
* Plan, allocate, and evaluate team and individual workloads.
* Promote a safe, inclusive, and engaging work environment where ideas are valued.
* Support staff development through one-to-ones, PDPs, talent management, and succession planning.
* Share best practices across teams and encourage knowledge exchange.
* Lead by example, demonstrating core values in all aspects of work.
What You Will Bring
* Proven experience managing customer service or resident engagement in social housing, local authorities, or a related sector.
* Strong customer-centric mindset.
* Excellent leadership, team management, communication, negotiation, and conflict resolution skills.
* Ability to analyse data and derive actionable insights.
* Collaborative approach to team leadership and cross-functional working.
What We Offer
* Excellent development and career progression opportunities.
* Competitive benefits including pension schemes, wellbeing resources, lifestyle discounts, and enhanced family leave.
* A supportive, inclusive, and values-driven workplace committed to equity, diversity, and inclusion.
* Our client is committed to creating a culture where every individual feels valued, respected, and empowered to succeed. If you are passionate about delivering exceptional customer experience and making a positive impact in social housing, this is the role for you
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