Resident Experience Team Manager

Bristol City Council; West of England; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Flexible working

Local Government Pension Scheme

Job summary

Bristol City Council is seeking an experienced Resident Experience Team Manager to lead the Resident Experience Team and cultivate a culture where resident feedback drives service improvement across Housing and Landlord Services.

The role focuses on delivering a resident-focused complaints and enquiries service, overseeing housing complaints, FOI, SARs, and stakeholder engagement, with emphasis on compliant, timely responses and continuous service improvement.

Qualifications

• Experience leading customer experience, complaints, housing or service-improvement teams.
• Strong understanding of complaint handling and resolution processes.
• Experience managing complex and sensitive cases.
• Excellent communication and stakeholder management skills.
• Ability to use data to drive service improvements.

Responsibilities

• Leading and developing a team of Resident Experience Champions.
• Managing the day-to-day operation of a centralised resident experience service.
• Overseeing complex complaints and ensuring high-quality investigations.
• Supporting organisational compliance with the Housing Ombudsman’s Complaint Handling Code.
• Using data and customer insight to identify trends, risks, and opportunities for service improvement.
• Building strong relationships across services to embed a learning-from-complaints culture.
• Coaching, mentoring, and developing colleagues to achieve high performance.
• Producing reports and performance information for senior leaders and stakeholders.
• Ensuring residents receive excellent service and positive outcomes.

Skills

Leadership

Customer experience

Complaints handling

Stakeholder management

Data insight

Team development

Housing knowledge

Job description

Job description

Full Time, Permanent

Make a real difference to residents' experiences

We're looking for an experienced Resident Experience Team Manager to lead our Resident Experience Team and help shape a culture where resident feedback drives service improvement across Housing and Landlord Services.

This is an exciting opportunity to play a key role in ensuring residents receive fair, timely, and high-quality responses to complaints, enquiries, and information requests while helping us continuously improve the services we provide. Working at the heart of customer experience, you will lead a team dedicated to resolving issues, learning from feedback, and building trust with residents.

About the role

As Resident Experience Team Manager, you will lead the delivery of a resident-focused complaints and enquiries service, overseeing the management of:

• Housing complaints.
• Member enquiries.
• Freedom of Information (FOI) requests.
• Subject Access Requests (SARs).
• Resident feedback and service improvement activity.

You will ensure compliance with statutory requirements, the Housing Ombudsman's Complaint Handling Code, and council policies, while promoting a positive complaints culture across the organisation.

Working closely with senior leaders, operational teams, and key stakeholders, you will use insight and learning from complaints to identify opportunities for improvement and help deliver better outcomes for residents. You will also work alongside the Income and Heat Networks teams to ensure heat network billing enquiries and complaints are managed effectively.

What you'll be doing

• Leading and developing a team of Resident Experience Champions.
• Managing the day-to-day operation of a centralised resident experience service.
• Overseeing complex complaints and ensuring high-quality investigations.
• Supporting organisational compliance with the Housing Ombudsman's Complaint Handling Code.
• Using data and customer insight to identify trends, risks, and opportunities for service improvement.
• Building strong relationships across services to embed a learning-from-complaints culture.
• Coaching, mentoring, and developing colleagues to achieve high performance.
• Producing reports and performance information for senior leaders and stakeholders.
• Ensuring residents receive excellent service and positive outcomes.

About you

We are looking for a passionate and experienced leader who can combine excellent customer focus with strong operational management skills.

You will bring:

• Experience leading customer experience, complaints, housing, or service improvement teams.
• A strong understanding of complaint handling and customer resolution processes.
• Experience managing complex and sensitive cases.
• Excellent communication and stakeholder management skills.
• The ability to influence service improvement through data, insight, and evidence.
• Experience developing and motivating high-performing teams.
• Strong organisational skills with the ability to manage competing priorities.
• A commitment to delivering excellent outcomes for residents and customers.

Knowledge of social housing regulation, Housing Ombudsman requirements, FOI legislation, or SAR processes would be advantageous

At Bristol City Council, we're committed to putting residents at the centre of everything we do. This role offers the opportunity to lead meaningful change, influence service improvement, and help create a culture where feedback is valued and acted upon.

You’ll join a supportive organisation that values collaboration, professionalism, diversity, and continuous improvement, while providing opportunities for development and progression.

If you're a customer-focused leader with a passion for improving services and delivering positive outcomes for residents, we'd love to hear from you.

Join us and help shape a better experience for Bristol's 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.

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 [e-mail]

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.

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