Main purpose of this role The Resident Experience Manager at Concept Housing will play a pivotal role in shaping the quality of the services we deliver for residents. Positioned within Resident Services, the postholder will lead a dynamic, multi-channel Customer Service Team, and ensure that every interaction reflects our commitment to provide an excellent end-to-end experience. The Resident Experience Manager will gather and analyse resident feedback, and use the insight gained to drive meaningful improvements across our customer service provision to deliver positive outcomes. The role holder will be accountable for resolving complaints; guiding colleagues to conduct thorough investigations to find solutions, and in doing so foster a culture of continuous learning and improvement. The Resident Experience Manager will also work closely with the Head of Resident Experience, with the aim of championing efficiency, effectiveness, while ensuring a resident-first approach. This role is based in Birmingham with occasional travel to Bradford. Key Responsibilities In this role, you will lead and develop a high-performing team, ensuring they deliver a responsive, multi-channel service to meet the diverse needs of our residents. You will use recognised customer service techniques together with digital tools to enhance accessibility to ensure a “right first time” approach to all enquiries. Your responsibilities will include using resident feedback to deliver evidenced outcomes; You will be required to produce clear and concise reports that identify where service improvements can be made and how they can be achieved. You will oversee the complaints, compensation, and compliments process, ensuring our high-quality responses that deliver tangible change. As a part of this process, you’ll be the champion for complaints and see them as opportunities to listen, learn, and build trust with residents. Additional responsibilities include coordinating and participating in the Out of Hours manager rota, which may involve occasional evening and weekend work. A valid driving licence and access to a vehicle are essential requirements for this role.