Housing Customer Experience Manager
| Posting date: | 18 December 2025 |
|---|---|
| Salary: | £39,862.00 to £41,771.00 per year |
| Additional salary information: | £39862.00 - £41771.00 a year |
| Hours: | Full time |
| Closing date: | 11 January 2026 |
| Location: | Salisbury, SP2 7NP |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | F0041-5999 |
Summary
Manager job family overview: For the lower grades it is the expectation that the role will be to support remote team working and management is for the day-to-day responsibilities of the team. For the higher grades full accountability of all elements of management of a team of staff including accountability for quality and quantity of work. This includes, but is not limited to the following: The team is competent, effective and motivated. Work is effectively delegated and delivered to the required standards. Appraisals are undertaken for all staff within the team. Effective team meetings and one to one meeting take place regularly. Recruitment, induction, development, employee relations and all HR processes and planning are completed to the required standards and timescales. Service and Function Context The council has approximately 5,300 houses, flats, and sheltered schemes across Wiltshire that are looked after by the councils Housing Management Service (HRA). The service turnover is around £28m per year in rental collection and undertake over 15,000 repair jobs each year. As a social landlord, the council and its performance is subject to a high level of scrutiny from the Regulator of Social Housing that includes its requirement to meet stringent Consumer Standards. This requires the service to have a keen focus on tenant satisfaction and the overall customer experience, with our success being measured through various tenant engagement channels including the annual Tenant Satisfaction Measures survey. The primary responsibility of this role is to lead on enhancing the quality and customer experience of the range of housing services provided to the councils tenants and residents. The role will be responsible for developing our current systems, procedures and practices for all of our contacts and communications with our customers. It will also create and implement new and innovative ways of enhancing our customers experience of our services, ensuring high levels of satisfaction and engagement. The role will be expected to test the performance of the service via mystery shopper exercises and evaluate this and customer journeys through a systematic review of in-house inspections and data-driven information. The role requires a proactive and empathetic person who can drive improvements in service delivery, manage resident feedback, and foster a culture of continuous improvement in our customer journey. The role sits within the Housing Systems Engagement and Business Support team and reports directly to the System Engagement and Business Support Manager. The postholder will manage the Resident Engagement Team of 4 and will actively participate on all of the business areas that make up the whole Housing Management Service. will require a good understanding of social housing and the nuances of how a social housing landlord operates. Job Purpose Specific duties and responsibilities include: Develop and implement a comprehensive Customer Experience Strategy aligned with our organisational goals and Business Plan. Lead and manage the Resident Engagement team, providing guidance, training, and support to ensure high performance and professional development. Lead on initiatives to design and implement innovative methods of Resident Engagement and improvements to customer satisfaction and improve the reputation of the service. Act as the main point of contact for resident enquiries, complaints, and feedback, ensuring timely and effective resolution, and ensuring that our customers are appropriately well-informed. Identify challenges and areas of need amongst tenant groups and work collaboratively across the Housing Management Service, wider council and 3rd party groups to implement improvements to the health and wellbeing of those tenants. Conduct regular surveys, focus groups, and feedback sessions to gather resident insights and identify areas for improvement. Work closely with management team and Service Development Officers to meet compliance with the Regulator of Social Housing (RSH) Consumer Standards and find innovative ways to improve tenant satisfaction. Collaborate with other departments to ensure a seamless and cohesive service delivery across all aspects of the housing landlord service. Review and analyse customer feedback to develop actionable insights and recommendations for service enhancements. Monitor and report on key performance indicators (KPIs) related to customer satisfaction and experience. Identify, develop and maintain strong relationships with residents, community groups, and stakeholders. Implement and oversee initiatives that promote resident engagement and community building. Ensure compliance with all relevant regulations, policies, and standards related to customer service and social housing. Develop and promote the service to residents, stakeholders and corporate teams, ensuring an excellent service reputation and brand, through all communication channels.