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
About the Role
Our client is seeking a Customer Experience Manager to lead and enhance the delivery of outstanding customer service across social housing services. You will ensure residents’ voices are heard, feedback is acted upon, and services are designed around the needs of tenants and communities. This role focuses on embedding a culture of customer-centric service, ensuring regulatory compliance, and driving improvement through data insight and engagement.
Key Responsibilities
1. Develop, manage, and strengthen relationships with internal and external customers.
2. Ensure contract delivery meets or exceeds client and organisational requirements.
3. Manage correspondence from clients and customers professionally and promptly.
4. Act as the point of contact for escalated customer queries.
5. Monitor client satisfaction and address issues proactively.
6. Enhance communication channels according to client and customer needs.
7. Foster strong working relationships with colleagues, clients, and stakeholders.
8. Maximise opportunities to improve customer satisfaction, reflecting core organisational values.
9. Provide support and guidance on procedural and technical matters.
10. Plan, allocate, and evaluate team and individual workloads.
11. Promote a safe, inclusive, and engaging work environment where ideas are valued.
12. Support staff development through one-to-ones, PDPs, talent management, and succession planning.
13. Share best practices across teams and encourage knowledge exchange.
14. Lead by example, demonstrating core values in all aspects of work.
What You Will Bring
15. Proven experience managing customer service or resident engagement in social housing, local authorities, or a related sector.
16. Strong customer-centric mindset.
17. Excellent leadership, team management, communication, negotiation, and conflict resolution skills.
18. Ability to analyse data and derive actionable insights.
19. Collaborative approach to team leadership and cross-functional working.
What We Offer
20. Excellent development and career progression opportunities.
21. Competitive benefits including pension schemes, wellbeing resources, lifestyle discounts, and enhanced family leave.
22. 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.