Customer Service Manager - Social Housing Repairs & Maintenance
Based in Hemel Hempstead
Full-Time, Permanent position
Salary: £47k
We are currently working in partnership with a leading contractor within the Social Housing sector to recruit an experienced and customer-focused Customer Experience Manager to join their growing team based in Hemel Hempstead.
This is an excellent opportunity for an experienced customer experience professional to play a key role within a fast-paced repairs, maintenance, and retrofit environment. The successful candidate will be responsible for driving customer satisfaction, service improvement, and resident engagement across responsive repairs, planned maintenance, and refurbishment programmes.
As the Customer Experience Manager, you will lead the delivery of a high-quality customer journey for residents and clients, ensuring services are delivered in line with contractual obligations, customer expectations, and operational KPIs. You will act as a key escalation point for customer issues, oversee customer engagement initiatives, and use customer insight and data analysis to identify and implement service improvements.
Key Responsibilities:
* Lead and develop teams to deliver outstanding customer and resident experiences across repairs and maintenance services
* Manage customer relationships, ensuring a consistently high level of service delivery and customer satisfaction
* Act as an escalation point for complex complaints and customer issues, ensuring effective and timely resolution
* Investigate complaints and service failures using root cause analysis to identify long-term improvement opportunities
* Analyse customer feedback, KPI data, and satisfaction trends to drive service enhancements and operational improvements
* Lead the development and continuous improvement of customer journey mapping and service design processes
* Identify, implement, and embed process improvements to improve efficiency, communication, and customer outcomes
* Support and deliver resident and community engagement initiatives, building positive relationships with customers and stakeholders
* Collaborate with operational managers and key stakeholders to improve customer processes and service delivery
* Produce regular performance and customer insight reports for senior management
* Promote a positive team culture through effective leadership, coaching, and development of team members
* Ensure health, safety, and wellbeing remain at the forefront of decision making and operational delivery
Key Criteria:
* Previous experience managing customer experience, customer service, or resident engagement functions within Social Housing, Property Services, Repairs & Maintenance, or a regulated environment
* Experience in customer journey mapping, service improvement, and process implementation
* Proven experience investigating complaints and conducting root cause analysis to improve service delivery
* Strong understanding of customer satisfaction metrics, KPI reporting, and performance analysis
* Demonstrated leadership and people management experience
* Excellent communication, stakeholder management, and relationship-building skills
* Ability to manage multiple priorities within a fast-paced operational environment
* Customer-focused mindset with a passion for delivering service excellence and continuous improvement
This is an excellent opportunity for somebody looking to further their career with a highly reputable and forward-thinking contractor delivering essential services within the Social Housing and Property Services sector.
For more information, please apply online or call Meg on (phone number removed)