Housing Customer Experience Manager

NHS; Salisbury; On-site; GBP 39,000 - 42,000; Full time

Job summary

A county council in England is seeking a Housing Customer Experience Manager to enhance tenant interactions and improve overall satisfaction. The role involves developing a comprehensive customer experience strategy, leading the Resident Engagement team, and acting as the main point of contact for resident feedback. Ideal candidates will have a degree or relevant experience, excellent interpersonal skills, and knowledge of social housing policies. This is a full-time, permanent position with a salary ranging from £39,862 to £41,771 annually.

Qualifications

• Educated to degree level or significant experience in a similar role.
• Expert knowledge of current issues affecting social-housing landlords.
• Strong drive for improving the customer journey.

Responsibilities

• Develop and implement a Customer Experience Strategy aligned with organizational goals.
• Lead the Resident Engagement team to ensure high performance.
• Act as the main point of contact for resident enquiries.

Skills

Interpersonal skills

Problem-solving mindset

Knowledge of social-housing policies

Communication skills

Organizational skills

Proactive mindset

Education

Degree or significant relevant experience

Level 4 in Management

Tools

Microsoft Office

Job description

Job Summary

Housing – Empowering Housing Solutions for All in Wiltshire

We are looking for a Housing Customer Experience Manager to develop and improve the way we interact with our tenants across Wiltshire.

With over 5,300 homes and a £31 m rental turnover, our Housing Management Service plays a crucial role in ensuring tenant satisfaction. This role is key to improving our customer experience, overseeing all resident interactions and finding new ways to enhance engagement. You'll lead a dedicated Resident Engagement Team, test service performance through mystery‑shopper exercises and use real feedback to drive meaningful change.

We are seeking a proactive, empathetic and solution‑focused individual who will work with our teams in improving resident communications, handling resident feedback, while ensuring and promoting compliance with the Regulator of Social Housing's Consumer Standards. The job will impact outcomes for the well‑being of tenants and the service’s reputation. In return, you will have the opportunity to help shape policy, influence service delivery and make a lasting difference in residents’ lives.

About us

Wiltshire Council is the unitary local authority for the county of Wiltshire, England, established in 2009 to provide both county‑level and district‑level services. The council’s vision is to foster strong communities where residents can achieve their potential through empowerment and inclusion. The council focuses on long‑term challenges, community engagement, and delivering services that support independent living, reduce inequalities, and promote overall well‑being.

Key Responsibilities and Services

• Community Services:

The council provides a range of essential services to residents, including waste management, public planning, and support for vulnerable populations, such as older adults and people with disabilities.

• Governance:

The council consists of elected councillors who form a cabinet to set the council’s direction and priorities. A system of overview and scrutiny ensures accountability for the cabinet’s decisions.

• Strategic Planning:

The council engages in long‑term planning, such as its household waste management strategy, focusing on new approaches and opportunities to manage waste over the next decade and beyond.

• Infrastructure:

The council uses Community Infrastructure Levy (CIL) funds to support local infrastructure projects, including roads, schools, and recreational facilities, to manage the impact of development.

Job Locations

Wiltshire Council

Stephenson Road

Salisbury

SP2 7NP

Employment Details

Pay scheme: Other

Salary: £39,862 to £41,771 a year

Contract: Permanent

Working pattern: Full‑time

Reference number: F0041-5999

Job Description & Responsibilities

Develop and implement a comprehensive Customer Experience Strategy aligned with our organisational goals and Business Plan.

Lead and manage the Resident Engagement team, providing guidance, training, and support to ensure high performance and professional development.

Lead on initiatives to design and implement innovative methods of Resident Engagement and improvements to customer satisfaction and improve the reputation of the service.

Act as the main point of contact for resident enquiries, complaints, and feedback, ensuring timely and effective resolution and ensuring that our customers are appropriately well‑informed.

Identify challenges and areas of need amongst tenant groups and work collaboratively across the Housing Management Service, wider council and third‑party groups to implement improvements to the health and well‑being of those tenants.

Conduct regular surveys, focus groups, and feedback sessions to gather resident insights and identify areas for improvement.

Work closely with the management team and Service Development Officers to meet compliance with the Regulator of Social Housing (RSH) Consumer Standards and find innovative ways to improve tenant satisfaction.

Collaborate with other departments to ensure a seamless and cohesive service delivery across all aspects of the housing landlord service.

Review and analyse customer feedback to develop actionable insights and recommendations for service enhancements.

Monitor and report on key performance indicators (KPIs) related to customer satisfaction and experience.

Identify, develop and maintain strong relationships with residents, community groups, and stakeholders.

Implement and oversee initiatives that promote resident engagement and community building.

Ensure compliance with all relevant regulations, policies, and standards related to customer service and social housing.

Develop and promote the service to residents, stakeholders and corporate teams, ensuring an excellent service reputation and brand, through all communication channels.

Person Specification – Essential

• Educated to degree level or able to demonstrate significant experience of working within a similar role within a social‑housing landlord service.
• Level 4 in Management or equivalent experience.
• Expert knowledge of current issues affecting social‑housing landlords, relevant policies, legislation and regulatory guidelines.
• Proactive and self‑motivated with a strong drive for improving the customer journey.
• Problem‑solving mindset and the ability to think creatively to find innovative solutions.
• Collaborative team player with excellent interpersonal skills.
• High level of interpersonal and communication (verbal and written) skills, and the ability to be diplomatic, maintain confidentiality, and to mediate in disputes.
• Organised and detail‑oriented with the ability to manage multiple tasks simultaneously.
• Commitment to the organisation’s mission and values.
• Excellent presentation skills in a variety of styles to convey complex information in a format appropriate to the audience.
• Demonstrates a desire to achieve results and work to high standards.
• Good level of knowledge in Microsoft Office applications.
• Able to assimilate complex information and to write clear and concise reports.
• Excellent line management interpersonal skills.

Person Specification – Desirable

• Knowledge and previous experience of public sector (or Registered Social Landlord) with an expert knowledge of housing.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer Details

Wiltshire Council

Stephenson Road

Salisbury

SP2 7NP

Website: http://www.wiltshire.gov.uk/