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Assistant Customer Experience Manager

Job Posted: 15 hours ago

Salary: £ Competitive
Job Type: Permanent
Location: Birmingham, West Midlands (County)

Expire in: a month

Job Description

Are you passionate about improving the resident experience and supporting teams to deliver outstanding service?

We’re looking for an Assistant Customer Experience Manager to help drive consistency, quality, and innovation across our customer-focused projects.

About the Role

As the Assistant Customer Experience Manager, you’ll play a key role in supporting the implementation of resident experience improvement initiatives across multiple sites. Working closely with the Customer Experience Manager and Operations Manager, you’ll mentor and guide Resident Liaison Officers (RLOs), ensuring best practice and exceptional service are at the heart of everything we do.

This is a hands-on role with real impact — combining on-site support, process improvement, and people development to create a consistently positive experience for our residents.

Key Responsibilities

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    Support and embed resident experience improvement projects across all sites.

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    Work with site teams to ensure consistent delivery of high-quality resident engagement.

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    Champion the Tpas resident engagement framework and promote best practice sharing.

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    Oversee the complaints and lessons learned process, ensuring continuous improvement.

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    Encourage social value initiatives across teams and help bring ideas to life.

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    Support the onboarding and CRM setup of new projects.

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    Analyse resident feedback and satisfaction data to identify trends and improvement opportunities.

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    Mentor and motivate RLOs through regular site visits, coaching, and training.

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    Lead inductions for new RLOs (both Lovell and agency staff).

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    Promote compliance with health & safety, equality, and Service First principles.

About You:

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    Organised, proactive, and self-motivated – a true self-starter who can juggle multiple priorities.

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    Experienced in customer or resident engagement, ideally within construction, housing, or a service-led environment.

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    A confident communicator, both written and verbal, with excellent attention to detail.

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    A supportive leader who enjoys coaching others and fostering a positive, inclusive team culture.

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    Comfortable working across multiple sites and engaging with diverse communities and stakeholders.

What We Offer

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    A collaborative and supportive team culture.

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    Opportunities for career progression and professional development.

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    The chance to make a real difference to residents and communities.

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    Competitive salary and benefits package

Before You Apply

Do not include the following in your job application, CV, or cover letter:

Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

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