Senior Customer Experience & Engagement Leader

Trident Group – UK; West Midlands; On-site; GBP 48,000 - 52,000; Full time

Benefits offered by this job

34 days annual leave

Birthday day off

Move home relocation leave

Life assurance

Employee Assistance Programme

Job summary

Trident Group in Birmingham is seeking a Customer Experience Manager to lead our Customer Engagement, Complaints and Insight functions and to drive the resident engagement strategy. You will influence senior leaders, translate feedback into action and ensure residents shape decisions across housing, care and services.

This role is based in Holliday Street, Birmingham, offers 37.5 hours per week and £50,000 per annum plus car allowance.

Qualifications

• Significant experience within social housing, customer experience, complaints, engagement or community services.
• Strong knowledge of Consumer Standards, TSMs and the Housing Ombudsman Complaint Handling Code.
• Experience turning customer insight and performance data into meaningful service improvements.
• A track record of leading high-performing customer-focused teams.
• Excellent communication and influencing skills.
• Experience presenting assurance, performance and improvement information to senior leaders and governance groups.
• The ability to challenge constructively, inspire others and drive positive change.

Responsibilities

• Lead our Customer Engagement, Complaints and Insight functions.
• Drive the delivery of our resident engagement strategy.
• Champion the customer voice across all areas of the organisation.
• Lead the collection, analysis and reporting of Tenant Satisfaction Measures (TSMs).
• Strengthen our approach to complaints learning and continuous improvement.
• Facilitate the Operational Learning Forum and ensure learning translates into action.
• Provide assurance and reporting to senior leadership, committees and board members.
• Drive compliance with Consumer Standards and the Housing Ombudsman Complaint Handling Code.
• Build strong partnerships with operational teams to ensure customers remain at the heart of service delivery.

Skills

Significant experience

Customer experience

Complaints handling

Engagement

Community services

Job description

Trident Group in Birmingham is seeking a Customer Experience Manager to lead our Customer Engagement, Complaints and Insight functions and to drive the resident engagement strategy. You will influence senior leaders, translate feedback into action and ensure residents shape decisions across housing, care and services.

This role is based in Holliday Street, Birmingham, offers 37.5 hours per week and £50,000 per annum plus car allowance.