Resident Experience Leader: Insight-Driven Service

Bristol City Council; Temple Cloud; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Bristol City Council is seeking a Resident Experience Manager to lead the resident feedback, complaints handling and customer insight function across Housing & Landlord Services. You will shape how we listen to residents, learn from feedback and drive service improvements.

You will lead a team, embed a customer-focused culture, and ensure compliance with regulatory frameworks while reporting on performance and assurance to senior leaders and tenants.

Qualifications

• Significant experience of leading customer experience, resident engagement or complaints functions within housing, local government or a regulated environment.
• Strong knowledge of social housing regulation and the Housing Ombudsman framework.
• Experience of using customer insight and performance data to drive improvement.

Responsibilities

• Lead the resident experience and customer insight function.
• Drive improvements through complaints learning and resident feedback.
• Develop resident engagement and scrutiny arrangements.
• Deliver performance reporting, assurance and regulatory evidence.
• Use data to identify trends, risks and opportunities.
• Support service areas to improve customer outcomes and satisfaction.
• Build relationships with tenants, leaseholders and stakeholder groups.
• Ensure resident voice is embedded in governance and decision-making.

Skills

Leading customer experience

Resident engagement

Complaint handling

Stakeholder management

Job description

Bristol City Council is seeking a Resident Experience Manager to lead the resident feedback, complaints handling and customer insight function across Housing & Landlord Services. You will shape how we listen to residents, learn from feedback and drive service improvements.

You will lead a team, embed a customer-focused culture, and ensure compliance with regulatory frameworks while reporting on performance and assurance to senior leaders and tenants.