Customer Experience Manager

Overview

Customer Experience Manager – Social Housing

Location: Hemel Hempstead HP3

Salary: £43,000 per year – Permanent

Benefits: Company pension, 25 days holiday plus bank holidays, wellbeing resources, retail & lifestyle discounts, enhanced family leave, recognition initiatives

Responsibilities

• Develop, manage, and strengthen relationships with internal and external customers.
• Ensure contract delivery meets or exceeds client and organisational requirements.
• Manage correspondence from clients and customers professionally and promptly.
• Act as the point of contact for escalated customer queries.
• Monitor client satisfaction and address issues proactively.
• Enhance communication channels according to client and customer needs.
• Foster strong working relationships with colleagues, clients, and stakeholders.
• Maximise opportunities to improve customer satisfaction, reflecting core organisational values.
• Provide support and guidance on procedural and technical matters.
• Plan, allocate, and evaluate team and individual workloads.
• Promote a safe, inclusive, and engaging work environment where ideas are valued.
• Support staff development through one-to-ones, PDPs, talent management, and succession planning.
• Share best practices across teams and encourage knowledge exchange.
• Lead by example, demonstrating core values in all aspects of work.

What You Will Bring

• Proven experience managing customer service or resident engagement in social housing, local authorities, or a related sector.
• Strong customer-centric mindset.
• Excellent leadership, team management, communication, negotiation, and conflict resolution skills.
• Ability to analyse data and derive actionable insights.
• Collaborative approach to team leadership and cross-functional working.

What We Offer

• Excellent development and career progression opportunities.
• Competitive benefits including pension schemes, wellbeing resources, lifestyle discounts, and enhanced family leave.
• A supportive, inclusive, and values-driven workplace committed to equity, diversity, and inclusion.
• Our client is committed to creating a culture where every individual feels valued, respected, and empowered to succeed. If you are passionate about delivering exceptional customer experience and making a positive impact in social housing, this is the role for you

#J-18808-Ljbffr…