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Customer Experience Manager

Job Posted: 9 days ago

Salary: £ 42,000 - 42,000 / Annum
Job Type: Permanent
Location: Hemel Hempstead

Expire in: 19 days

Job Description

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 handlingAbout 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 environmentWhat’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 cultureIf this Customer Experience Manager role is of interest please apply or contact (url removed)

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