Were working in partnership with a fast-growing, nationwide property services and social housing maintenance provider to recruit a Customer Experience Manager for their South/Central region. This is an excellent opportunity to join a well-established and expanding organisation that delivers repairs, planned works, and customer-focused services to public sector and housing clients. With continued growth driven by contract wins and acquisitions, the business offers a supportive, collaborative environment with a strong emphasis on service quality and continuous improvement. The Role As Customer Experience Manager, you will take ownership of the end-to-end resident and tenant journey across the region. Youll play a key role in analysing customer feedback and complaints data to identify trends, drive improvements, and enhance overall service delivery. Working closely with operational teams and senior stakeholders, youll help embed a customer-first culture and ensure high standards of communication and satisfaction across all touchpoints. Key Responsibilities of a Customer Experience Manager: Take full ownership of the resident/tenant journey, mapping key touchpoints and identifying opportunities to improve satisfaction and service consistency Analyse complaints, compliments, and feedback data to identify recurring themes, root causes, and areas of risk Lead on developing and implementing action plans to address service gaps and improve overall customer outcomes Work closely with operational teams (repairs, maintenance, scheduling, and contact centre functions) to embed practical and sustainable service improvements Monitor performance against customer experience KPIs, including satisfaction scores, complaint resolution times, and service standards Support the effective handling and resolution of complaints, ensuring responses are timely, high-quality, and aligned with regulatory expectations Provide insight and reporting to senior stakeholders on customer trends, risks, and improvement initiatives Champion a customer-first culture across the region, coaching and influencing teams to prioritise resident experience in day-to-day operations Identify opportunities to streamline processes and remove friction from the customer journey Contribute to continuous improvement initiatives, sharing best practice with the wider customer experience function Support internal audits, service reviews, and compliance requirements related to customer experience and complaints handling About You Strong customer experience background within social housing (essential) Solid understanding of resident/tenant expectations and service delivery Experience managing complaints processes and using insights to drive change Comfortable working in a fully office-based role (5 days per week) Collaborative, personable communicator with a proactive approach Able to operate effectively in a fast-paced, growing environment Whats on Offer: Customer Experience Manager Salary up to £42,000 Opportunity to join a growing organisation with genuine career potential Supportive and professional team culture If this Customer Experience Manager role is of interest please apply or contact