Customer Experience Business Partner

Two Rivers Housing; England; On-site; GBP 32,000 - 38,000; Full time

Job summary

A housing association in the UK is seeking a Customer Experience Business Partner to enhance tenant services through data analysis and complaint management. This role involves driving improvements in customer experience by analyzing feedback and ensuring compliance with service standards. The ideal candidate will have strong customer service skills and a proven track record in the housing sector. A full UK driving license is required, along with the ability to build relationships with tenants. This full-time role offers a fixed term of 6 months.

Qualifications

• Demonstrable experience of complaint management within the Housing industry.
• Ability to build relationships with dissatisfied tenants.

Responsibilities

• Provide data insight and analysis based on tenant feedback.
• Oversee a positive customer journey and meet service standards.
• Manage the complaints process to comply with the Housing Ombudsman Code.

Skills

Creative thinking

Exceptional customer service skills

Competent written and verbal communicator

Education

Full UK driving licence

Chartered Institute of Housing level 3

Job description

Customer Experience Business Partner

32,708.22 per annum

Newent, Gloucestershire

Full Time

Fixed Term Contract (6 Months)

Closing Date: 09th January 2026

Proposed Shortlisting: 12th January 2026

Proposed Interview Date: 16th January 2026

Come make a real difference as our Customer Experience Business Partner

Everyone should have a warm, safe, affordable home.

As a Customer Experience Business Partner you’ll play a key role in helping us provide this for our tenants. You’ll be responsible for providing analysis and support to departmental leads based on system data, complaints and TSM feedback whilst driving improvements to systems, procedures and processes ensuring we operate best practice we minimise ongoing impact to our tenants.

What you’ll bring to our team

As the friendly face of Two Rivers Housing, you’ll use your skills and expertise to deliver a great customer experience for our tenants. You will be championing a customer and humanSummary-centric approach across the organisation looking at the bigger picture on how we can improve and tailor our processes whilst ensuring we learn from our mistakes and become a leading Housing Association in this area.

This is a fantastic opportunity that will allow the successful candidate to become a specialist across a business area whilst supporting the wider impact across the whole business.

Key Responsibilities

• Provide data insight and analysis, advice and guidance, including the identification of best practice from complaints, tenant contact and TSM feedback.
• Develop and monitor all aspects of online and contact centre system usage to maximise efficiency, consistency and first-time resolution and deliver continuous improvement.
• Liaise with service managers to identify and implement areas for improvement using data insight and analysis.
• Oversee a positive customer journey and meet key performance outcomes and service standards.
• Support consistent IT system use across the organisation to maintain the integrity of vital data used by all service areas.
• Manage and maintain izmantud complaints process ensuring we remain compliant with the Housing Ombudsman Code.
• Ensure that lessons learnt are fully documented and implemented to reduce ongoing impact.

Skills and Experience

• A creative thinker who challenges those around them to think differently and find new solutions and assess the wider impact.
• Exceptional customer services skills essential as the role will require liaising with some of our least satisfied tenants and building relationships.
• Competent written and verbal communicator that can communicate effectively with all stakeholders using appropriate relevant language and неоп techniques.
• Demonstrable experience of complaint management within the Housing industry.

Qualifications

• Full UK driving licence and access to a car insured for business use.
• Chartered Institute of Housing level 3 desirable.

We recognise that no candidate will meet every desired requirement, so if your experience looks a little different but you think you can bring your great skills and can-do attitude to the role, we’d love to hear from you.

Please note : This role is not open to agencies. Please do not call or email. every Thank you.

Need some additional support?

We are committed to creating an equal, diverse, and inclusive workplace that creates a great working environment and a great experience for our customers. If you need any additional help or support through the recruitment process, please get in touch with our team