Housing Customer Experience Manager
| Posting date: | 18 December 2025 |
|---|---|
| Salary: | £39,862 to £41,771 per year |
| Hours: | Full time |
| Closing date: | 11 January 2026 |
| Location: | Wiltshire Council, Salisbury, SP2 7NP |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Wiltshire Council |
| Job type: | Permanent |
| Job reference: | 5999 |
Summary
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. This role is key to improving our customer experience, overseeing all resident interactions and finding new ways to enhance engagement. You’ll lead a dedicated Resident Engagement Team, test service performance through ‘mystery shopper’ exercises and use real feedback to drive meaningful change.
We are seeking a proactive, empathetic and solution-focused individual who will work with our teams in improving resident communications, handling resident feedback, while ensuring and promoting compliance with the Regulator of Social Housing's Consumer Standards. The job will have an impact on outcomes for the well-being of tenants and the service’s reputation.
In return, you will have the opportunity to help shape policy, influence service delivery and make a lasting difference in residents' lives.
If you have experience in social housing, a passion for customer experience and drive to make a difference, we'd love to hear from you.
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. This role is key to improving our customer experience, overseeing all resident interactions and finding new ways to enhance engagement. You’ll lead a dedicated Resident Engagement Team, test service performance through ‘mystery shopper’ exercises and use real feedback to drive meaningful change.
We are seeking a proactive, empathetic and solution-focused individual who will work with our teams in improving resident communications, handling resident feedback, while ensuring and promoting compliance with the Regulator of Social Housing's Consumer Standards. The job will have an impact on outcomes for the well-being of tenants and the service’s reputation.
In return, you will have the opportunity to help shape policy, influence service delivery and make a lasting difference in residents' lives.
If you have experience in social housing, a passion for customer experience and drive to make a difference, we'd love to hear from you.
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