We're 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. You'll 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, you'll help embed a customer-first culture and ensure high standards of communication and satisfaction across all touchpoints.
Key Responsibilities
* 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
What's on Offer
* 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 (url removed)
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