Customer Experience Manager

Plymouth Community Homes; Plymouth; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

A leading social housing association in Plymouth is seeking a Customer Experience Manager to lead service improvements and team development. In this role, you will transform service through a customer-focused approach and empower teams to handle every interaction with empathy and efficiency. Ideal candidates should possess transformational leadership skills and a strong commitment to enhancing resident satisfaction.

Benefits

Flexible working opportunities

Excellent pension scheme

Free onsite gym

Annual leave of 25 days

Free Employee Assistance programme

Cycle to Work scheme

Social events and charity events

Qualifications

• Proven record in enhancing service delivery and resolving complaints.
• Experience in leading teams through change effectively.
• Ability to leverage data and feedback for continuous improvement.

Responsibilities

• Lead the Contact Centre and Complaints Team.
• Shape the future of resident interactions.
• Ensure empathic and efficient handling of inquiries.

Skills

Customer-focused approach

Transformational leadership

Data-driven decision making

Emotional intelligence

Job description

About The Role

Join Us as Our New Customer Experience Manager Be the Voice that Transforms Service.

Are you a passionate and experienced leader in customer experience who thrives on making a real difference? We're on the lookout for someone who doesn't just understand what outstanding service and complaints handling look likebut who lives and breathes it. Someone with a proven track record of driving transformational change and turning vision into action.

We're seeking an individual who brings both operational excellence and emotional intelligencesomeone who understands the power of culture and knows how to inspire, empower, and elevate resident voices across the organisation.

In this pivotal role as Customer Experience Manager, youll lead our dedicated Contact Centre and Complaints Team at PCH. Reporting to the Head of Customer Experience, youll shape the future of how we connect with our residentsensuring every interaction, whether its a simple query or a complex issue, is handled with empathy, efficiency, and a genuine commitment to resolution.

If you're ready to lead with purpose, champion change, and make every resident feel heard, valued, and respectedwed love to hear from you.

Our Ideal Candidate For This Role Is Someone Who

• is customer-obsessed, with a natural flair for resolving complaints and enhancing service delivery.
• is transformational, capable of leading teams through change while maintaining morale and performance.
• is curious and driven, always seeking opportunities to improve and make a meaningful difference.
• is experienced and insightful, using data, feedback, and frontline insight to shape strategy and drive continuous improvement.
  
  

About Plymouth Community Homes

We are the citys largest social housing association, with over 16,000 properties providing homes for more than 35,000 people, and were aiming to grow, to provide more people with high-quality, affordable homes to rent and buy.

With a great workforce and a focus on people, we deliver good quality, well-managed and well-maintained homes.

What We Can Offer You

• Flexible working opportunities including flexi-time and hybrid working
• Excellent pension scheme with a high level of employer contributions
• Free, fully equipped onsite gym and changing facilities.
• The opportunity to carry out volunteer work for 3 days a year through our Make a Difference scheme
• Annual leave of 25 days (rising to 30 days) plus Bank Holidays and holiday trading option
• Free Employee Assistance programme, including free counselling
• Free annual flu vaccination
• Cycle to Work scheme
• The opportunity to work in a beautiful and vibrant part of the Southwest
• We support digital working with modern devices/smart phones
• It's fun to work here- we have dress down Fridays, company quizzes, and lots of charity events throughout the year
• Our modern and spacious offices are right on a bus route, and just three miles from the city centre
• We get a daily visit from a local food van, and within walking distance to local Crownhill shops, Warrens, M&S Foodhall, Co-op, Starbucks and Tim Hortons
  
  

To Apply

If you are interested in this fantastic opportunity please select apply and complete our form, making reference to the person specification to demonstrate how you consider that your knowledge, skills and experience meet the requirements of the job.

For an informal discussion about this role, please contact Matt Cleveland, Head of Customer Experience on 07889108284.

This post is not suitable for job share.

Shortlisting Date: 11th August 2025

Interview Date: 18th August 2025

If you are an apprentice, please ensure that you make the Learning & Development team aware that you intend to apply for this position.

We are a committed Equal Opportunities employer. We welcome applications from suitably talented people from any community and background.

Living and Working in Plymouth

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