Senior Customer Experience Specialist

Southway Housing Trust; Manchester; Hybrid; GBP 38,000 - 43,000; Full time

Job summary

A leading housing association is seeking a Senior Customer Experience Specialist in Manchester. This full-time role requires strong communication and organisational skills to enhance customer experiences and resolve complex issues. The position offers a competitive salary, benefits, and opportunities for professional growth within a community-focused organisation.

Benefits

Competitive salary

Excellent contributory pension scheme

25 days' holiday, increasing to 30 with service

Agile working with Flexitime

Qualifications

• Confident communicator with strong emotional intelligence.
• Natural problem-solver capable of managing complex cases.
• Highly organised and proactive mindset in driving service improvements.

Responsibilities

• Lead on complex case resolution and manage relations with the Housing Ombudsman.
• Oversee complaints handling and support colleagues across the organisation.
• Coach and develop others, including line management of the Customer Experience Assistant.

Skills

Communication

Problem-solving

Organisational

Emotional intelligence

Leadership

Job description

Senior Customer Experience Specialist
Location: Hybrid and Didsbury, Manchester
Salary: 38,758 to 42,677
Full time / 35 hours per week / Permanent

Agile working (Flexitime) with 3 Days per week in the Office
(Fully office-based throughout the training period)

About Us
Southway Housing Trust is a committed and forward-thinking community focused housing association dedicated to providing excellent homes and outstanding customer care. With a vision of Thriving Communities, Southway manages over 6,500 homes across Greater Manchester.

Southway strives to reduce child poverty, loneliness and isolation and increase employment, social connectedness, and pride in neighbourhoods. Our REACH values of Respect, Equity, Ambition, Compassion and Honesty reflect Southway's culture, how we deliver our services, and our relationships with customers, colleagues, and partners. Southway values diversity in all aspects of its communities and operations.

The Role

Championing Customer Voice Driving Service Excellence.

Are you passionate about delivering exceptional customer experiences and making a real difference? At Southway, we are looking for a Senior Customer Experience Specialist to lead on complex case resolution, manage our relationship with the Housing Ombudsman, and ensure that every customer voice drives meaningful service improvement.

In this pivotal role, you will oversee complaints handling, support colleagues across the organisation, and lead with empathy, integrity, and professionalism. You will also coach and develop others, helping to embed a culture of learning and accountability. You will also line manage our Customer Experience Assistant providing coaching and support.

Candidates

An exciting opportunity has arisen in the Customer Experience team for a Senior Customer Experience Specialist. For the right person, we offer a 35-hour week, competitive salary, excellent contributory pension scheme, and 25 days' holiday - increasing to 30 with service.

We are looking for someone who is a confident communicator, emotionally intelligent, and highly organised. You will be a natural problem-solver with a proactive mindset, capable of managing complex cases and driving service improvements that make a real impact.

Closing Date: Sunday 13 July 2025
Interview Date: Thursday 17 July 2025

For an informal discussion please contact Johnny Turner, Customer Experience Manager at

Applications are being reviewed as they are received, and interviews will be arranged for successful candidates in date order.

The Trust reserves the right to remove the job advert once vacant positions have been recruited, please do not wait until the closing date to apply.

Strictly no agencies.

We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community.

All applicants who have a disability or from an ethnic minority background or ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability or are ex armed forces, please tell us about this on your application form. Please let us know about any special arrangements you would like us to make if you are invited in for an interview.

We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community.

All applicants who have a disability or are ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability or are ex armed forces, please tell us about this on your application form and please let us know about any special arrangements you would like us to make if you are invited in for an interview.