Housing Customer Experience Manager

At a Glance

• Tasks: Lead a team to enhance tenant interactions and improve customer experience across Wiltshire.
• Company: Join [Employer hidden — view at passion-project.co.uk], a friendly workplace with a strong community focus.
• Benefits: Competitive salary, supportive environment, and opportunities for personal growth.
• Why this job: Make a real difference in residents' lives and shape housing policies.
• Qualifications: Experience in social housing and a passion for customer service.
• Other info: Embrace a culture of inclusion and respect while driving meaningful change.

The predicted salary is between 39862 - 41771 £ per year.

Salary: £39,862 - £41,771

Hours per week: 37 hours

We are looking for a Housing Customer Experience Manager to develop and improve the way we interact with our tenants across Wiltshire. With over 5,300 homes and a £31m rental turnover, our Housing Management Service plays a crucial role in ensuring tenant satisfaction. This role is key to improving our customer experience, overseeing all resident interactions and finding new ways to enhance engagement.

You will lead a dedicated Resident Engagement Team, test service performance through 'mystery shopper' exercises and use real feedback to drive meaningful change. We are seeking a proactive, empathetic and solution-focused individual who will work with our teams in improving resident communications, handling resident feedback, while ensuring and promoting compliance with the Regulator of Social Housing's Consumer Standards. The job will have an impact on outcomes for the well-being of tenants and the service's reputation.

In return, you will have the opportunity to help shape policy, influence service delivery and make a lasting difference in residents' lives. If you have experience in social housing, a passion for customer experience and drive to make a difference, we would love to hear from you.

[Employer hidden] is a friendly, welcoming place to work, with a 'One Council' ethos. That’s why we focus on getting the things that matter to our people right.

The council is committed to creating an environment of positive working relationships where everyone feels engaged, supported and able to thrive. Everyone is expected to promote a culture of inclusion, dignity, trust and respect which is underpinned by our vision and Our Identity framework.

This role may be subject to certain successful security checks; please see the role description for more information. We are firmly committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and to the principles of inclusion and diversity in both employment and the delivery of services.

Please ensure to regularly check your spam/junk folder for any communication from us regarding your application status. We wouldn’t want you to miss out on any important updates or interview invitations.

Housing Customer Experience Manager - Salisbury employer: [Employer hidden]

[Employer hidden] is an exceptional employer, offering a supportive and inclusive work environment that prioritises employee well-being and professional growth. As a Housing Customer Experience Manager in Salisbury, you will have the unique opportunity to make a significant impact on tenant satisfaction while being part of a collaborative team dedicated to enhancing community engagement. With a strong commitment to diversity and a focus on meaningful service delivery, [Employer hidden] empowers its employees to thrive and contribute positively to the lives of residents.