Job title – Customer Insight & Performance Manager
Contract – Permanent | Full Time - 35 hours per week (flexi time)
Salary - £40,107 - £43,955 p.a. inclusive of essential car user allowance (starting salary dependent on skills & experience)
Are you passionate about driving safety, improving performance, and ensuring high‑quality service delivery?
Do you thrive in a role where every day brings a new challenge and the opportunity to make a real impact?
If this sounds like you, this could be the perfect role for you.
About us…
We are a small, not-for-profit, community-based housing association with just over 440 homes, most of which are in Sefton.
We are a pro-active and financially stable organisation providing a variety of general needs and supported housing. We pride ourselves on being a dynamic team who make a difference and provide excellent customer service to our tenants and stakeholders
We are a small team, and you can expect variety in the role and close working relationships with colleagues and Board members. You will also have opportunities to influence policy and delivery service.
As an equal opportunities’ employer, we value diversity and strive to achieve dignity at work.
About you…
We’re looking for an experienced and driven Customer Insight & Performance Manager to play a pivotal role in strengthening our approach to performance management, regulatory compliance, business systems improvement, and organisational assurance.
Reporting directly to our Head of Assets & Maintenance, you’ll be a key source of insight, assurance, and continuous improvement, ensuring we meet our statutory and regulatory responsibilities while delivering excellent services to tenants and colleagues.
This is a varied, hands‑on role where you’ll be working across teams, engaging with contractors, supporting system improvements, and providing high‑quality reporting to Senior Leadership and the Board.
And the benefits of working for CHA…
- 35-hour week based on flexi time (Mon – Fri)
- Core hours 10:00am to 12:00pm / 2:00pm to 4:00pm
- Flexible hours 8:00am to 10:00am, 12:00pm to 2:00pm and 4:00pm to 6:00pm
- Opportunities for hybrid working, subject to agreement.
- 25 days annual leave (excl. statutory holidays) rising to 27 days after 2 years’ service and 30 days after 5 years’ service.
- Social Housing DC Pension Scheme (with 8% employer contribution)
- 3 x Salary life assurance cover for DC Pension Scheme members
- Employee Assistance Programme
- Health and wellbeing fund
- Employer and employee carers pledge scheme
- Ongoing commitment to training and professional development
- Annual staff away day
- Social events
- Offices located near local high street with excellent transport links
- Free secure car park available for all staff
Applications are accepted by completion of a CV and cover letter outlining how your skills and knowledge meet the person specification.
Full details of this vacancy can be found on our website.
Application through agencies will not be accepted.
For an informal conversation about this position please contact Cathy Biggs, Deputy Chief Executive.
Closing Date – Friday 31st July 2026, 4pm
Shortlisting – w/c Monday 3rd August 2026
Interviews – w/c Monday 10th August 2026
Pay: £40,107.00-£43,955.00 per year
Benefits:
- Company events
- Company pension
- Flexitime
- Free parking
- Health & wellbeing programme
- Life insurance
- Sick pay
- Transport links
Work Location: Hybrid remote in Liverpool L22 5NB
