Housing Customer Experience Manager – Salisbury, Wiltshire, United Kingdom
Salary: £39,862 – £41,771
Hours per week: 37 hours
Interview date: To be confirmed following shortlisting
Housing – Empowering Housing Solutions for All in Wiltshire
We are looking for a Housing Customer Experience Manager to develop and improve the way we interact with our tenants across Wiltshire. With over 5,300 homes and a £31m rental turnover, our Housing Management Service plays a crucial role in ensuring tenant satisfaction, and this role is central to shaping how residents experience our services. You will oversee all resident interactions, strengthen engagement and lead our Resident Engagement Team, using feedback and ‘mystery shopper’ exercises to drive continuous improvement.
We are seeking a proactive, empathetic and solution‑focused individual with significant experience of working in a similar role within a social housing landlord service. You will bring expert knowledge of the issues currently affecting social housing providers, alongside a strong understanding of relevant policies, legislation and the regulatory expectations set by the Regulator of Social Housing. Your work will support improved resident communications, effective handling of feedback and consistent compliance with Consumer Standards, making a direct and positive impact on tenant wellbeing and the reputation of the service.
In return, you will have the opportunity to influence service delivery, contribute to policy development and help shape how we respond to the needs of our tenants. This is a role where your insight and leadership will make a lasting difference to residents’ lives.
If you have experience in social housing, a passion for customer experience and the drive to create meaningful change, we’d love to hear from you.
Why us?
Wiltshire Council is a friendly, welcoming place to work, with a ‘One Council’ ethos. That’s why we focus on getting the things that matter to our people right. Explore more benefits here!
We understand that AI tools can support you in preparing job applications. However, we value authenticity and would encourage you to ensure your submission genuinely reflects your own experiences, skills, and motivations.
Please download and read the role description and person specification carefully before you apply as well as Our Identity.
The council is committed to creating an environment of positive working relationships where everyone feels engaged, supported and able to thrive. Our Identity is a framework which sets out how we are all expected to lead, work and act to deliver our services. We will not tolerate discrimination, bullying or harassment of any kind. Everyone is expected to promote a culture of inclusion, dignity, trust and respect which is underpinned by our vision and Our Identity framework.
For more details, contact Jamie Peters, Housing Income Manager, via email, or call 01722 434732 x54732.
This role may be subject to certain successful security checks; please see the role description for more information.
We are firmly committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and to the principles of inclusion and diversity in both employment and the delivery of services. Read our statement of commitment to equality and inclusion.
Please ensure to regularly check your spam/junk folder for any communication from us regarding your application status. We wouldn’t want you to miss out on any important updates or interview invitations. Thank you!
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