Job Summary
We're looking for an experienced Customer Experience Manager to lead one of our Customer Experience teams and drive operational excellence across our housing services.
This role has a strong focus on repairs, customer contact and service performance. You'll lead a team delivering first-contact resolution, ensuring repairs are accurately triaged, damp and mould cases are managed effectively, and customers receive a high-quality service from first contact through to resolution.
Working closely with Housing, Property and Compliance teams, you'll use customer insight, performance data and regulatory requirements, including Awaab's Law, to continually improve the customer experience.
Deadline for Applications is 20th August 2026
Responsibilities
- Lead and develop a team of Customer Experience Officers to deliver excellent customer service.
- Oversee repairs triage, ensuring enquiries are accurately assessed and routed first time.
- Ensure damp and mould reports are managed promptly and in line with organisational processes and regulatory expectations.
- Monitor operational performance, including service levels, quality, first-contact resolution and customer satisfaction.
- Use customer insight and performance data to identify trends and drive continuous improvement.
- Support complaint handling, embedding learning from complaints to improve services.
- Build strong relationships with Housing, Property, Compliance and Income teams to deliver seamless customer journeys.
- Maintain accurate customer records and ensure high standards of data quality.
Requirements - Essential (E) / Desirable (D)
Experience leading customer service or contact centre teams, ideally within social housing or another regulated environment - E
Experience coordinating repairs, contractors or property-related workflows - E
Strong knowledge of responsive repairs, repairs triage and property-related customer enquiries - E
Knowledge of Awaab's Law and experience managing damp and mould cases in line with regulatory expectations - E
Experience supporting or managing complaints processes, including embedding learning to improve service delivery and first-contact resolution - E
Experience working collaboratively with Housing, Property, Compliance or Asset Management teams to deliver customer-focused services - E
Ability to analyse customer insight and operational performance data to identify trends and drive continuous improvement - E
Experience using housing management, CRM or case management systems, with a commitment to maintaining accurate customer records and data quality - E
Excellent leadership, coaching and stakeholder management skills - E
CIH Level 3 (or above) or other relevant housing qualification - D
Pay: £41,700.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Work Location: Hybrid remote in Manchester M27 8FF
