Resident Experience Manager

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

Full Time, Permanent Make a difference to the experience of thousands of residents.

Bristol City Council is committed to providing safe, high-quality homes and services that put residents at the heart of everything we do. As we continue our journey of improvement and prepare for increasing regulatory expectations, we are seeking an exceptional Resident Experience Manager to lead our approach to resident voice, customer insight, complaints, service improvement and accountability. This is a pivotal leadership role that will shape how we listen to residents, learn from feedback and use insight to improve services across Housing & Landlord Services.

About The Role

As Resident Experience Manager, you will lead a team responsible for ensuring that resident feedback, complaints, engagement activity and customer insight directly influence service delivery and strategic decision-making. You will develop and embed a strong culture of customer focus and continuous improvement, ensuring compliance with the Housing Ombudsman Complaint Handling Code, Consumer Standards and wider regulatory expectations. Working closely with senior leaders, elected members, tenant groups and operational teams, you will provide assurance that resident experience is understood, measured and continuously improved.

You Will Play a Key Role In:

• Leading the resident experience and customer insight function.
• Driving improvements through complaints learning and resident feedback.
• Developing meaningful resident engagement and scrutiny arrangements.
• Delivering performance reporting, assurance and regulatory evidence.
• Using data and insight to identify trends, risks and opportunities.
• Supporting service areas to improve customer outcomes and satisfaction.
• Building strong relationships with tenants, leaseholders and stakeholder groups.
• Ensuring resident voice is embedded within governance and decision-making processes.

What We’re Looking For

We’re seeking an experienced leader who is passionate about customer service, resident engagement and service improvement.

You Will Have:

• 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.
• Proven ability to influence senior stakeholders and lead organisational change.
• Excellent communication, engagement and relationship management skills.
• Experience of managing teams and delivering high-quality customer-focused services.
• A strong understanding of governance, assurance and performance management.

What success will look like - you will help us demonstrate that:

• Residents can meaningfully influence services.
• Complaints are used as a catalyst for improvement.
• Resident feedback shapes priorities and decision making.
• Performance information is trusted and leads to action.
• Services are fair, inclusive and responsive to resident needs.
• We are delivering excellent outcomes for residents and meeting regulatory expectations.

Why Bristol?

Bristol is a vibrant, diverse and ambitious city. We are committed to creating a housing service that listens, learns and improves, with residents at the centre of everything we do. This is an exciting opportunity to shape the future of resident experience at one of the country's largest local authority landlords and make a lasting difference to the lives of our residents. Join us and help deliver better homes, better services and better outcomes for Bristol residents.

Why Bristol City Council?

At Bristol City Council, we go that extra mile for our people; we offer a work environment which is fast moving and supportive, giving you the chance to use your skills and develop new ones within a high-profile organisation. For the majority of our roles hybrid working arrangements are available, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice - mixing both home and office working. Join us and you’ll receive an excellent rewards package including flexible working and flexitime, membership of the Local Government Pension scheme, and a generous annual leave allowance. In addition, you’ll be working in a supportive environment where you’ll have the chance to make Bristol a better place and contribute to its future.

Applications will be reviewed as they are received, and we reserve the right to close this vacancy early. We therefore encourage you to apply as soon as possible.

We’re a Disability Confident employer which means we value recruiting and retaining disabled people. Any job applicants who consider themselves to be disabled and meet the essential criteria in the Person Specification are guaranteed an interview. We’ll make reasonable adjustments throughout the interview process and provide continued workplace support throughout your career.

For further information, please refer to the Job Description and Person Specification or alternatively, please contact Jorden Crawford. Bristol City Council strives to have a workforce that reflects the communities it serves, we are therefore committed to ensuring diversity in our hiring process. We welcome, develop and promote people from all sections of the community. Appointments will be made on merit. The personal information section (including your name) you’ll complete as part of the application form will not be visible to hiring managers, but is used confidentially to make sure that everyone is treated fairly.