Customer Experience Manager - Social Housing

Customer Service Manager<br><br>Find out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below.<br>- Social Housing Repairs & Maintenance Based in Hemel Hempstead Full-Time, Permanent position Salary: £47k We are currently working in partnership with a leading contractor within the Social Housing sector to recruit an experienced and customer-focused Customer Experience Manager to join their growing team based in Hemel Hempstead.<br><br>This is an excellent opportunity for an experienced customer experience professional to play a key role within a fast-paced repairs, maintenance, and retrofit environment.<br><br>The successful candidate will be responsible for driving customer satisfaction, service improvement, and resident engagement across responsive repairs, planned maintenance, and refurbishment programmes.<br><br>As the Customer Experience Manager, you will lead the delivery of a high-quality customer journey for residents and clients, ensuring services are delivered in line with contractual obligations, customer expectations, and operational KPIs.<br><br>You will act as a key escalation point for customer issues, oversee customer engagement initiatives, and use customer insight and data analysis to identify and implement service improvements.<br><br>Key Responsibilities: <br>* Lead and develop teams to deliver outstanding customer and resident experiences across repairs and maintenance services <br>* Manage customer relationships, ensuring a consistently high level of service delivery and customer satisfaction <br>* Act as an escalation point for complex complaints and customer issues, ensuring effective and timely resolution <br>* Investigate complaints and service failures using root cause analysis to identify long-term improvement opportunities <br>* Analyse customer feedback, KPI data, and satisfaction trends to drive service enhancements and operational improvements <br>* Lead the development and continuous improvement of customer journey mapping and service design processes <br>* Identify, implement, and embed process improvements to improve efficiency, communication, and customer outcomes <br>* Support and deliver resident and community engagement initiatives, building positive relationships with customers and stakeholders <br>* Collaborate with operational managers and key stakeholders to improve customer processes and service delivery <br>* Produce regular performance and customer insight reports for senior management <br>* Promote a positive team culture through effective leadership, coaching, and development of team members <br>* Ensure health, safety, and wellbeing remain at the forefront of decision making and operational delivery Key Criteria: <br>* Previous experience managing customer experience, customer service, or resident engagement functions within Social Housing, Property Services, Repairs & Maintenance, or a regulated environment <br>* Experience in xwzovoh customer journey mapping, service improvement, and process implementation <br>* Proven experience investigating complaints and conducting root cause analysis to improve service delivery <br>* Strong understanding of customer satisfaction metrics, KPI reporting, and performance analysis <br>* Demonstrated leadership and people management experience <br>* Excellent communication, stakeholder management, and relationship-building skills <br>* Ability to manage multiple priorities within a fast-paced operational environment <br>* Customer-focused mindset with a passion for delivering service excellence and continuous improvement This is an excellent opportunity for somebody looking to further their career with a highly reputable and forward-thinking contractor delivering essential services within the Social Housing and Property Services sector.<br><br>For more information, please apply online or call Meg on !