Customer Experience Manager

Social Housing/Property Services
Salary: Circa £40,000 - £45,000 DOE + benefits
Location: North West (Regional role with occasional travel)
Full-time, Permanent

We are working with a well-established organisation within the property services sector to recruit a Customer Experience Manager to lead the day-to-day delivery of customer service across a regional operation.

This is a fantastic opportunity for a proactive, people-focused manager who is passionate about improving the customer journey, supporting residents, driving service standards and leading a high-performing team.

As Customer Experience Manager, you will be responsible for leading a regional Customer Experience Team, ensuring customers receive a professional, responsive and consistent service at every stage of their journey.

You will work closely with senior operational leaders, housing provider stakeholders and internal teams to ensure customer service activity is aligned with contract requirements, regional priorities and wider business objectives.

This role would suit someone who can balance operational delivery with people leadership, someone confident managing complaints, improving processes, coaching colleagues and using feedback to drive continuous improvement.

• Lead, support and develop a team of Customer Experience Coordinators.
• Manage the day-to-day operations of the regional customer experience function.
• Oversee customer interactions, complaints, feedback and escalations, ensuring issues are resolved promptly and professionally.
• Support effective resource planning across the team, ensuring workloads are managed and priorities are met.
• Work closely with operational teams to ensure customer-related tasks and actions are completed efficiently.
• Build strong working relationships with housing provider stakeholders, customers, colleagues and wider regional teams.
• Support delivery of customer service initiatives, customer strategy activity and customer feedback processes.
• Gather and review performance information, customer insight and feedback to identify opportunities for service improvement.
• Attend customer and client meetings, both formal and informal, ensuring policies and procedures are followed.
• Promote a customer-first culture across the team and wider region.
• Support social value and community engagement activities where required.
• Ensure health and safety responsibilities are managed appropriately, including lone working requirements.
• Maintain high standards of confidentiality, GDPR compliance and professional conduct.

You will ideally have experience within social housing, repairs and maintenance, property services, facilities management, construction, public sector services or another customer-led operational environment.

• Previous experience in customer service management or a similar leadership role.
• Experience managing, coaching or supporting a customer service team.
• Strong complaint handling and escalation management experience.
• Excellent communication and stakeholder management skills.
• Ability to influence, build relationships and work collaboratively across teams.
• Strong organisational skills with the ability to prioritise competing deadlines.
• Experience using customer systems, CRM platforms or feedback tools.
• Good problem-solving, reporting and analytical skills.
• A proactive, solution-focused and customer-first approach.
• Strong IT skills, including Microsoft Word, Excel, PowerPoint and Outlook.

• Experience working within social housing, repairs and maintenance or property services.
• Knowledge of customer service standards within a regulated or resident-focused environment.
• Experience working with housing associations, local authorities or client-side stakeholders.
• Evidence of ongoing professional development.

If you love engaging people and motivated by improving outcomes for customers, we would love to hear from you.

To apply, please send your CV or call Jess on (phone number removed).

Social Housing, Property Services, Manager, Customer Experience Manager, North West