Resident Experience Manager - Social Housing

Fawkes & Reece Group; East Midlands; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Competitive salary up to £45k

Benefits based on experience

Job summary

Fawkes & Reece Group is recruiting a Customer Care/Resident Liaison Manager for the East Midlands. You will oversee a team of Resident Liaison Officers, ensuring first-class service delivery across schemes and liaising with clients and housing partners.

You will drive customer experience improvements, coordinate resource planning, and support the region's customer strategy, while upholding health and safety standards and promoting social value activities.

Qualifications

• Relevant experience in customer service management at a leadership level.
• Evidence of ongoing professional development.
• Experience with customer systems and feedback platforms.
• Strong interpersonal and influencing skills.
• Ability to plan, prioritise and meet tight deadlines.

Responsibilities

• Lead and support a team of Resident Liaison Officers to deliver high-quality customer service.
• Manage the daily operations of the regional Customer Experience Team and coordinate workload.
• Resource planning to ensure appropriate staffing and responsiveness to demand.
• Support the region with customer strategy delivery and feedback collection.
• Arrange and participate in meetings with clients and customers, ensuring policy compliance.
• Escalate and resolve customer complaints promptly while maintaining service standards.
• Support social value commitments and community engagement activities.
• Promote health and safety in daily operations and lone-working policies.

Skills

Customer service management

Stakeholder management

Interpersonal skills

Organisational skills

Problem solving

Team leadership

Communication

Tools

MS Office Suite

Job description

Fawkes & Reece Group is recruiting a Customer Care/Resident Liaison Manager for the East Midlands. You will oversee a team of Resident Liaison Officers, ensuring first-class service delivery across schemes and liaising with clients and housing partners.

You will drive customer experience improvements, coordinate resource planning, and support the region's customer strategy, while upholding health and safety standards and promoting social value activities.