Customer Engagement Officer

Southway Housing Trust; Manchester; On-site; GBP 30,000 - 33,000; Full time

Job summary

A community-focused housing association seeks a passionate Customer Engagement Officer to enhance resident experiences in Manchester. The role includes coordinating communications, managing feedback, and working closely with diverse stakeholders to improve service delivery in housing operations. A competitive salary, excellent pension scheme, and generous holiday policy are offered.

Benefits

Competitive salary

Excellent contributory pension scheme

25 days holiday increasing to 30 days

Qualifications

• Experience in customer service, resident engagement, or housing services.
• Good understanding of housing operations and planned works.
• Empathetic communication skills are essential.

Responsibilities

• Coordinate communications with residents.
• Manage feedback and tailor services.
• Act as a bridge between technical teams and customers.

Skills

Excellent communication skills

Interpersonal skills

Customer service experience

Organisational skills

Job description

Customer Engagement Officer

Location: Hybrid and Didsbury, Manchester

Salary: 30,036 up to 32,966

Full time / 35 hours per week / Permanent

Agile working with 3 Days per week in the Office (Fully office-based throughout the training period)

About Us

Southway Housing Trust is a committed and forward-thinking community focused housing association dedicated to providing excellent homes and outstanding customer care. With a vision of Thriving Communities, Southway manages over 6,500 homes across Greater Manchester.

Southway strives to reduce child poverty, loneliness and isolation and increase employment, social connectedness and pride in neighbourhoods. Our REACH values of Respect, Equity, Ambition, Compassion and Honesty reflect Southway's culture, how we deliver our services, and our relationships with customers, colleagues and partners. Southway values diversity in all aspects of its communities and operations.

The Role

We are looking for a passionate and proactive Customer Engagement Officer to support our Asset Management Team in delivering high-quality housing services. This role is key to ensuring that residents are informed, involved, and supported throughout the delivery of planned works, compliance programmes, and improvement projects. You\'ll act as the bridge between technical teams and our customers - making sure they understand what\'s happening in their homes and feel confident in the services we provide.

You\'ll coordinate communications, manage feedback, and help tailor services to meet the needs of our diverse customer base. Whether it\'s arranging access for surveys, explaining the scope of works, or responding to concerns, your role will be central to delivering a positive resident experience and ensuring our projects run smoothly and respectfully.

Candidates

We\'re seeking someone with excellent communication and interpersonal skills, who thrives on building trust and making a difference in people\'s lives. You\'ll have experience in customer service, resident engagement, or housing services - ideally within a social housing or customer-focused environment. A good understanding of housing operations planned works, and the importance of clear, empathetic communication is essential.

You\'ll be organised, approachable, and confident working across teams and with a wide range of stakeholders. If you\'re enthusiastic about putting residents at the heart of service delivery, and want to be part of a supportive, values-driven organisation, Southway offers a fantastic opportunity to grow your career and make a real impact.

This is an exciting opportunity and for the right person we offer a 35-hour week, competitive salary, excellent contributory pension scheme, and 25 days holiday increasing to 30 days.

Closing Date: 15 September 2025

Interview Date: 30 September 2025

For an informal discussion please contact Andy Stafford, Contracts Manager on (phone number removed) or e-mail .

Strictly no agencies.

We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community. All applicants who have a disability or from an ethnic minority background or ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability or are ex armed forces, please tell us about this on your application form. Please let us know about any special arrangements you would like us to make if you are invited in for an interview.

We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community. All applicants who have a disability or are ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability or are ex armed forces, please tell us about this on your application form and please let us know about any special arrangements you would like us to make if you are invited in for an interview.