Put customers at the heart of how Connexus listens, learns and improves.
We’re looking for a passionate and experienced Customer Engagement Manager to bring customer voices to life across Connexus. In this exciting role, you’ll turn insight, feedback and lived experience into meaningful action, helping customers influence the services, decisions and improvements that matter most to them.
Working closely with customers, colleagues and communities, you’ll lead fresh, inclusive and accessible ways for people to get involved, be heard and help shape services that reflect real lives, real priorities and the rural communities we’re proud to serve.
You’ll also lead a small team and use customer profiling, feedback and regulatory insight to help Connexus understand customers better and improve services.
Key responsibilities
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Lead inclusive engagement so customers can shape, scrutinise and influence services.
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Use feedback, complaints and TSM insight to drive service improvement and learning.
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Create accessible engagement routes that support compliance with Consumer Standards.
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Produce insight reports that evidence customer voice, outcomes and regulatory assurance.
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Build partnerships that promote social value, best practice and sector requirements.
We're looking for an experienced customer engagement leader who can manage teams, deliver at pace and drive excellent customer engagement. You will have:
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Experience leading customer engagement, scrutiny, consultation or co-production teams in social housing.
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Strong knowledge of Consumer Standards, TSMs, customer influence and regulatory expectations.
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Ability to turn insight, feedback and complaints data into service improvement and learning.
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Excellent communication and influencing skills, with strong stakeholder relationships.
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CIH Level 4 professional qualification is required, or a commitment to achieve.
This role will be subject to an enhanced DBS check
This role has been identified as suitable for hybrid working which will be a combination of home working and working from our offices, with Head office at Craven Arms and travel to other offices as required.
Shortlisting date: 17 September 2026
Pre-interview calls: 21 September 2026
Interview date: 29 September 2026
About Connexus
Connexus is a rural housing association with its heritage in Shropshire and Herefordshire, providing good quality, affordable and safe homes that customers are proud to live in. We create inclusive neighbourhoods, sustainable rural communities, and provide services that support our customers to build a life in their home. The work our teams do is varied, and no two days are the same.
We provide an excellent offer for colleagues which includes flexible working options combined with some fantastic benefits. We’re here to support colleagues at every step of the way with training and development opportunities, helping you make the most of your career. If you want to work with like-minded people and would like to make a difference to the lives of our customers, Connexus could be the right fit for you.
Connexus is committed to equality of opportunity for all employees and is keen to address areas of under representation in its workforce, this is because we really understand the importance of different voices, experiences, perspectives, and backgrounds within our workforce. We strongly encourage applications from members of underrepresented groups.
Connexus is a community focused rural housing group with over 10,500 homes across Shropshire and Herefordshire.
Our people are passionate about the services we provide and we will invest in them and empower them to provide a great service to all of our customers.
Our clear focus is excellent service delivery.
