Tenant Experience & Engagement Lead

Livevacancies; Upton; On-site; GBP 37,000 - 45,000; Full time

Job summary

Alpha Living is seeking a Customer Experience Manager at Alpha Hub, Wirral, to turn tenant feedback into improved services and outcomes. You will lead engagement, customer insight, complaints handling and safeguarding across the organisation.

Reporting to the Director of Operations, you will shape the tenant voice, develop forums and ensure accessible engagement. A CIH Level 4 in Housing and a DBS check are required, with mobility as needed.

Qualifications

• Experience in social housing and housing regulation guidance.
• Delivery of customer service improvements using feedback and insights.
• Leadership and coaching of teams.

Responsibilities

• LeadTenantEngagementStrategy and influence strategic decisions.
• Develop tenant scrutiny forums and consultation activities.
• Act as Complaints Officer ensuring learning from complaints.
• Lead Tenant Satisfaction Measures and integrate data for insights.
• Support safeguarding and compliance with consumer standards.
• Ensure accessible and inclusive engagement, reaching underrepresented groups.
• Lead, coach and develop the Customer Experience Team.

Skills

Tenant engagement

Customer service

Leadership

Analytical thinking

Communication

Organisational skills

Equality, diversity, inclusion

Stakeholder management

Education

CIH Level 4 in Housing

Job description

Alpha Living is seeking a Customer Experience Manager at Alpha Hub, Wirral, to turn tenant feedback into improved services and outcomes. You will lead engagement, customer insight, complaints handling and safeguarding across the organisation.

Reporting to the Director of Operations, you will shape the tenant voice, develop forums and ensure accessible engagement. A CIH Level 4 in Housing and a DBS check are required, with mobility as needed.