Customer Experience Director

TipTopJob; West Midlands; Remote; GBP 95,000; Full time

Job summary

A leading housing provider in the UK is seeking a Customer Experience Director who will lead housing management teams. The ideal candidate will have a strong background in customer service, effective leadership skills, and a passion for improving community outcomes. Responsibilities include ensuring teams are equipped to deliver excellent services and driving customer satisfaction. Apply if you're ready to make a difference in people’s lives.

Qualifications

• Proven track record in delivering customer service excellence.
• Understanding of housing management protocols and practices.
• Experience leading dispersed teams.

Responsibilities

• Lead customer facing housing management teams.
• Drive customer satisfaction and efficient service delivery.
• Empower teams to deliver excellent customer services.

Skills

Leadership

Customer satisfaction focus

Change management

Performance management

Job description

Location

Remote

Salary

A GBP 94,671.46 per annum

Closing Date

19 December 2025

Overview

We’re on the hunt for a Customer Experience Director to lead our customer facing housing management teams. If you have a proven track record of delivery and you’re decisive, tenacious, collaborative, resilient and relentlessly passionate about great customer service: it could be you.

Responsibilities

• You’re looking for an open minded, credible, talented leader to join our fantastic Housing Senior Leadership Team with responsibility for the delivery of local housing management services—including anti‑social behaviour, tenancy and neighbourhood related services.
• You’ll be a subject matter expert in housing management and will be responsible for making sure we’re winning for our customers by listening, and ensuring teams are equipped and empowered to deliver excellent services which meet current and emerging customer needs.
• Through strong change and performance management, process review, systems and policy development you’ll continue to drive customer satisfaction, trust and efficiency, ensuring our homes and communities are safe and thriving places for our customers to live.
• Through your leadership, you will develop a high performing, productive culture, with high levels of accountability, ownership and autonomy where colleagues are truly engaged, encouraged and supported to be their best, with our Customer Promise at the forefront.

Experience & Expectations

We know everyone on a journey these days, but we’re truly on one, evolving our operating model so that despite our size and geography, we’re connected to our customers and communities and service delivery is responsive, easy, local and personal.

You’ll be the subject matter expert and will champion customer satisfaction and efficient service delivery. There will be a lot of hard work in a challenging operating environment. You’ll have occasions you’ll be frustrated and attempt new things, but you’ll be encouraged to try innovative solutions and enjoy the work.

The teams you’ll lead are nationally dispersed. Where you live isn’t necessarily important: it’s your expertise, customer focus, values and leadership that matters.

If this role sounds like a bit of you, you think we’re going to be a great fit, and you’re ready to grab the opportunity and make it your own: come and discover Stonewater.

Selection Process

Final stage interviews to be held on 17th December at our Reading office.

Requirements

Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work document.

Discover Stonewater

Stonewater is a leading housing provider. We manage around 40,000 homes, serving 90,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house‑building programme.

Our mission is to provide quality homes and services for people whose needs are not met by the open market. Stonewater was one of the first social housing providers in the UK to adopt the Sustainability Reporting Standard (SRS), published by Good Economy. Using the Housing Associations Charitable Trust (HACT) Value Insight model, we calculated that we made an impact of over A GBP 28m during 2022/23. We know that life can be hugely challenging for many of our customers right now, and we are pleased to say that more than 400 customers have been supported into work, education, training and independent living.

We’re looking for like‑minded people to join our team of over 800 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.

Stonewater supports equality of opportunities and are dedicated.