Customer Experience Manager

Public Sector; Barking; Hybrid; GBP 62,000 - 72,000; Full time

Job summary

A housing provider in Barking is seeking a Customer Experience & Insights Manager to lead the Complaints Team and develop effective communication strategies. The role involves managing feedback mechanisms and ensuring that resident insights drive service improvements. The ideal candidate has strong experience in customer experience and marketing, with excellent copywriting skills and the ability to engage stakeholders effectively. This hybrid position offers the chance to impact resident services significantly.

Qualifications

• Strong experience in customer experience, complaints, or service management.
• Proven marketing and communications expertise, including campaign planning and content creation.
• Exceptional copywriting and editing skills.
• Excellent stakeholder engagement and relationship-building capability.
• Confident data interpretation and insight-led decision-making.
• Solid project management experience—ideally with digital or communications projects.

Responsibilities

• Lead and manage the Complaints Team for case resolution.
• Track complaint trends and improve through insights.
• Build KPIs and reporting frameworks for performance evaluation.
• Develop resident feedback mechanisms and analyze data for improvements.
• Partner for resident-focused campaigns and ensure consistent messaging.
• Act as a bridge between residents and the organisation.

Skills

Customer experience management

Marketing and communications expertise

Copywriting and editing skills

Stakeholder engagement

Data interpretation

Project management

Job description

Customer Experience & Insights Manager

B&D Reside • £62,000–£72,000 • Hybrid (Barking / Home)
Recruitment by Goodman Masson

Goodman Masson is delighted to be partnering with Barking & Dagenham Reside, an ambitious and forward-thinking housing provider, as they continue to strengthen their commitment to delivering outstanding homes and truly resident-centric services. We’re now seeking a proactive and influential Customer Experience & Insights Manager—a newly shaped role offering the chance to build frameworks, processes, and impact from the ground up.

About the Role

This is a fantastic opportunity for someone passionate about customer experience, continuous improvement, and clear, engaging resident communications. Sitting at the heart of B&D Reside’s transformation journey, you will lead the Complaints Team, shape the organisation’s approach to feedback and insights, and develop compelling resident-facing communications in partnership with an external agency—with the long-term ambition of bringing communications fully in-house.

You will also play a key role in the design and delivery of B&D Reside’s Customer Experience Strategy, ensuring that resident voice and insight informs every part of service design and delivery.

If you thrive in an environment where you can set direction, influence culture, and make a tangible impact on residents’ lives, this newly created role offers the autonomy and scope to do just that.

Key Responsibilities

Leadership & Operational Management

• Lead and manage the Complaints Team, ensuring timely, empathetic, high-quality case resolution.

• Track complaint trends and root causes, using insights to drive meaningful improvements.

• Build and maintain KPIs and reporting frameworks to measure performance and outcomes.

Continuous Improvement & Insights

• Develop and embed robust resident feedback mechanisms, from surveys and focus groups to digital tools.

• Analyse data to identify themes, pain points, and improvement opportunities across the service.

• Work collaboratively across the organisation to champion a customer-centric culture.

Marketing & Communications

• Partner with B&D Reside’s external communications provider to deliver resident-focused campaigns and content.

• Ensure clear, consistent messaging across all channels, aligned with brand values.

• Lead the transition to in-house communications capability over time.

• Oversee the corporate website redesign to improve accessibility, usability, and engagement.

• Support crisis communications responses and ensure all messaging reflects organisational values.

• Use data and analytics to evaluate communication impact and continuously refine strategy.

Stakeholder Engagement

• Act as a trusted bridge between residents and the organisation, strengthening transparency and trust.

• Present customer experience metrics and communications insights to senior leaders.

• Build effective relationships externally to benchmark best practices.

• Work closely with the Head of Customer Experience & Asset Insight on the wider Customer Experience & Engagement Strategy.

About You

We’re looking for someone who brings:

Essential

• Strong experience in customer experience, complaints, or service management.

• Proven marketing and communications expertise, including campaign planning and content creation.

• Exceptional copywriting and editing skills.

• Excellent stakeholder engagement and relationship-building capability.

• Confident data interpretation and insight-led decision-making.

• Solid project management experience—ideally with digital or communications projects.

Desirable

• Experience in housing, the public sector, or other regulated environments.

• Familiarity with CRM or resident feedback platforms.

You’ll also embody B&D Reside’s values: empathetic service, inclusivity, accountability, and a proactive, solutions-focused approach.

If you’re excited by the idea of shaping a customer experience and communications function from the ground up—and making a real difference to residents across Barking & Dagenham we’d love to hear from you.

To apply or find out more, please contact the [e-mail]