Job Description
Customer Voice and Engagement Manager
Salary: £43,000 - £47,000Location: Ptarmigan House, Shrewsbury Business ParkContract: Permanent | 37 hours per week
We dont just listen to our customers - we act on what they tell us.
At Shropshire Towns & Rural Housing (STAR Housing), were 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 youll 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 youll do
Lead STARs 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 were 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 youre ready to make a real difference through customer voice, wed love to hear from you.
PandoLogic. Keywords: Customer Marketing Manager, Location: Shrewsbury, ENG - SY3 8BE