Customer Experience Manager

Livevacancies; Upton; On-site; GBP 37,000 - 45,000; Full time

Job summary

Alpha Living is seeking a Customer Experience Manager at Alpha Hub, Wirral, to turn tenant feedback into improved services and outcomes. You will lead engagement, customer insight, complaints handling and safeguarding across the organisation.

Reporting to the Director of Operations, you will shape the tenant voice, develop forums and ensure accessible engagement. A CIH Level 4 in Housing and a DBS check are required, with mobility as needed.

Qualifications

• Experience in social housing and housing regulation guidance.
• Delivery of customer service improvements using feedback and insights.
• Leadership and coaching of teams.

Responsibilities

• LeadTenantEngagementStrategy and influence strategic decisions.
• Develop tenant scrutiny forums and consultation activities.
• Act as Complaints Officer ensuring learning from complaints.
• Lead Tenant Satisfaction Measures and integrate data for insights.
• Support safeguarding and compliance with consumer standards.
• Ensure accessible and inclusive engagement, reaching underrepresented groups.
• Lead, coach and develop the Customer Experience Team.

Skills

Tenant engagement

Customer service

Leadership

Analytical thinking

Communication

Organisational skills

Equality, diversity, inclusion

Stakeholder management

Education

CIH Level 4 in Housing

Job description

£40,983 per annum | 35 hours per week | Alpha Hub, Wirral

Help us make sure our tenants’ voices genuinely shape what we do.

At Alpha Living, we believe great housing services start with listening. We’re looking for an enthusiastic and experienced Customer Experience Manager who can help us turn tenant voice, customer insight, complaints and feedback into meaningful action and better services. This is an exciting opportunity to lead our approach to tenant engagement and influence, customer insight, complaints and safeguarding, while helping us go beyond simply meeting regulatory requirements. You’ll make sure our tenants have meaningful opportunities to influence decisions, challenge us, scrutinise our services and help shape our priorities. Just as importantly, you’ll help us demonstrate the difference their involvement makes.

What will you be doing?

Reporting to our Director of Operations and leading our Customer Experience Team, you’ll have a varied and influential role.

You will:

• Lead the implementation and continuous development of our Tenant Engagement and Influence Strategy, creating meaningful opportunities for tenants to shape strategic and operational decisions.
• Develop tenant scrutiny, forums and consultation activities that give tenants a genuine voice and enable them to challenge and influence our services.
• Act as Alpha Living’s Complaints Officer, ensuring our approach reflects the Housing Ombudsman’s Complaint Handling Code and, importantly, that we learn from complaints and use that learning to improve.
• Lead our approach to Tenant Satisfaction Measures (TSMs) and bring together complaints, engagement, consultation and performance information to give us a clearer picture of the tenant experience.
• Support our compliance with the Regulator of Social Housing’s Consumer Standards, particularly the Transparency, Influence and Accountability Standard.
• Help us meet our transparency and information responsibilities, making performance information accessible and showing tenants clearly how their feedback has influenced decisions.
• Lead and develop our approach to safeguarding, supporting colleagues to recognise concerns, respond appropriately and contribute to a positive safeguarding culture.
• Make sure engagement is accessible and inclusive, including proactively reaching people and communities whose voices may be less frequently heard.
• Lead, coach and develop the Customer Experience Team, creating a culture of empathy, accountability, learning and continuous improvement.
• Work collaboratively across Alpha Living so that tenant engagement and customer insight become part of how we design, deliver and improve our services.

What are we looking for?

You’ll understand that excellent customer experience is about much more than dealing with an issue well when something goes wrong. It is about listening, learning and making sure people can see that their voice matters. We’re looking for someone who can combine strong relationship-building skills with sound judgement, leadership and an understanding of social housing.

You’ll bring:

• Considerable experience of working within social housing and a good understanding of housing legislation, regulation and practice.
• Experience of delivering excellent customer service and using feedback and insight to improve services.
• Strong leadership skills and the ability to coach, support and develop others.
• The ability to analyse information, identify themes and turn insight into practical improvements.
• Confidence in communicating complex or sensitive information clearly and appropriately to different audiences.
• Strong organisational skills, with the ability to plan, prioritise and use your initiative.
• A genuine commitment to equality, diversity, inclusion and belonging.
• The ability to build positive working relationships with tenants, colleagues, senior leaders, Board members and external partners.

The successful candidate must hold, or be willing to work towards, a CIH Level 4 qualification in Housing. You will also need to meet the other requirements of the role, including a satisfactory DBS check and the mobility requirements set out for the post.

Why Alpha Living?

We are a kind and thoughtful organisation committed to helping older people live independently for longer.

Our values are at the heart of how we work:

Bold & Brave – we create a space for belonging, learning and growth.

Compassionate – we put people at the heart of what we do and show through our actions that we care.

Honest – we are open, respectful and inclusive, and we value different views.

Positive – we focus on what we can achieve and on delivering the best possible outcomes for our tenants, colleagues and customers.

If those values sound like you, we’d love to hear from you.

Everyone should have the opportunity to belong

At Alpha Living, we want our colleagues to reflect the diversity of the communities we serve, and we believe different backgrounds, experiences and perspectives make us a stronger organisation. We are committed to equality of opportunity and to creating an inclusive workplace where everyone is treated with dignity and respect. We welcome and encourage applications from people from all backgrounds and all sections of our communities. We recruit based on the skills, experience and potential people bring to the role and do not unlawfully discriminate because of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation. We want our recruitment process to be accessible to everyone. If you need a reasonable adjustment at any stage of the recruitment and selection process, please let us know so that we can support you.

Ready to make a difference?

If you’re passionate about social housing, believe tenants should have a meaningful voice in the services they receive, and can turn feedback and insight into real improvement, we’d love to hear from you.

Closing date: 16 th October 2026. We reserve the right to close this advertisement early if we receive a high volume of suitable applications. Therefore, if you are interested, please submit your application as early as possible.

Hours

Competitive

16-10-2026

Job attachments

Customer_Experience_Manager_September_2026.docx