Customer Experience Manager

Trident Group – UK; Birmingham; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

34 days annual leave

Birthday day off

Move home days

Life assurance (3 x salary)

Employee Assistance programme & well‑g

Job summary

Trident Group – UK is seeking a Customer Experience Manager to lead customer engagement, complaints and insight across our housing, support and care services in Birmingham. The role reports to the Assistant Director of Housing and shapes learning, improvement and a strong customer voice.

You will drive the Tenant Satisfaction Measures, embed regulatory standards and champion a culture where residents influence decisions and service delivery.

Responsibilities

• Lead our Customer Engagement, Complaints and Insight functions.
• Drive the delivery of our resident engagement strategy.
• Champion the customer voice across all areas of the organisation.
• Lead the collection, analysis and reporting of Tenant Satisfaction Measures (TSMs).
• Strengthen our approach to complaints learning and continuous improvement.
• Facilitate the Operational Learning Forum and ensure learning translates into action.
• Provide assurance and reporting to senior leadership, committees and board members.
• Drive compliance with Consumer Standards and the Housing Ombudsman's Complaint Handling Code.
• Build strong partnerships with operational teams to ensure customers remain at the heart of service delivery.

Job description

Reference 184039

Customer Experience Manager

Holliday Street, Birmingham

£50000.00 per annum plus car allowance

37.5 hours per week

Closing Date: Thursday 3 September 2026

Interview Date: Tuesday 8 September 2026 (in person, Birmingham)

About the role

Lead the customer experience agenda in an organisation that changes lives.

At Trident Group, we do much more than provide homes. We support thousands of people across housing, support and care services, helping customers live independently and thrive within their communities.

We're on an exciting improvement journey. Following significant investment in our housing services, customer engagement approach and operational transformation, we're looking for an ambitious and experienced Customer Experience Manager to help shape the future of our services and ensure every customer voice influences how we deliver, improve and grow.

This is a newly enhanced role with real strategic influence and visibility across the organisation. Reporting directly to the Assistant Director of Housing, you will lead our customer engagement, complaints, customer insight and Tenant Satisfaction Measures (TSM) functions while championing organisational learning and continuous improvement.

Most importantly, you will play a critical role in helping us achieve our ambition of strengthening our customer experience framework and supporting our journey towards a strong C1 regulatory position.

Why this role matters

The social housing sector is changing. Customer expectations are increasing, regulatory scrutiny is stronger than ever, and landlords must demonstrate that residents genuinely influence decision making.

At Trident, we see this as an opportunity.

We are seeking someone who can help us move beyond compliance and create a culture where:

• Customer feedback drives service improvement.
• Complaints become catalysts for learning and change.
• Residents influence decisions that affect their homes and communities.
• Data and insight are translated into measurable actions.
• Regulatory assurance is embedded in everyday practice.
• Every colleague understands their role in delivering an outstanding customer experience.

This is not simply a management role. It is an opportunity to shape organisational culture, influence senior leaders and leave a lasting legacy across our services.

What you’ll be doing

• Lead our Customer Engagement, Complaints and Insight functions.
• Drive the delivery of our resident engagement strategy.
• Champion the customer voice across all areas of the organisation.
• Lead the collection, analysis and reporting of Tenant Satisfaction Measures (TSMs).
• Strengthen our approach to complaints learning and continuous improvement.
• Facilitate the Operational Learning Forum and ensure learning translates into action.
• Provide assurance and reporting to senior leadership, committees and board members.
• Drive compliance with Consumer Standards and the Housing Ombudsman's Complaint Handling Code.
• Build strong partnerships with operational teams to ensure customers remain at the heart of service delivery.

Who we’re looking for?

We're looking for an inspirational leader who combines regulatory knowledge with a genuine passion for customer service.

You'll bring:

• Significant experience within social housing, customer experience, complaints, engagement or community services.
• Strong knowledge of Consumer Standards, TSMs and the Housing Ombudsman Complaint Handling Code.
• Experience turning customer insight and performance data into meaningful service improvements.
• A track record of leading high-performing customer-focused teams.
• Excellent communication and influencing skills.
• Experience presenting assurance, performance and improvement information to senior leaders and governance groups.
• The ability to challenge constructively, inspire others and drive positive change.

Why join us?

Our purpose is putting people and communities at the heart of our services and the safe homes we provide. To deliver against our purpose we will be:

• Trustworthy
• Collaborative
• Accountable
• People Focused
• Caring in all we do

The benefits

• 34 days annual leave, plus the option to purchase up to 5 additional days
• A day off for your birthday
• 4 days off when you move home
• Life assurance (3 x salary)
• Employee Assistance programme & wellbeing programme

Who we are?

Trident Group has over 60 years’ experience of delivering homes, services and innovationfor up to8,000 people in over 3,600 homes in some of the most disadvantaged communities in the Midlands. The Group employs more than600 staff, works with volunteers and provides training places and apprenticeships for many more.

We celebrate Equality, Diversity, and Inclusion and as a trauma informed organisation we are continually striving to build a community where everyone feels valued, respected and equally guided by our beacon of hope.

As a Disability Confident Committed Employer, we have committed to:

• ensure our recruitment process is inclusive and accessible
• communicating and promoting vacancies
• offering an interview to disabled people
• anticipating and providing reasonable adjustments as required
• supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work
• at least one activity that will make a difference for disabled people

All applicants must provide their right to work documentation at interview stage, such as a valid passport which will be verified to check your eligibility to work and live in the UK.

As an organisation we do not offer visa sponsorships. Only applicants with existing right to work in the UK will be consdidered.

Relevant roles will be subject to a successful disclosure at an appropriate level from Disclosure and barring service (DBS).

We reserve the right to close this vacancy early should sufficient applications be received.

At Trident Group, we only consider agency introductions where a signed agreement is in place, and where the agency has been specifically contacted by a member of our People & Culture Team. We do not accept responsibility for any fees related to unsolicited or speculative CV submissions made directly to our employees or outside of the above.