Customer Experience Manager

Customer Experience Manager

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 of a Customer Experience Manager: - 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: Customer Experience Manager - 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 [contact hidden]