Job Details

Location: Hemel Hempstead HP3
Salary: andpound;43,000 per year andndash; Permanent
Benefits: Company pension, 25 days holiday plus bank holidays, wellbeing resources, retail andamp; lifestyle discounts, enhanced family leave, recognition initiatives

Our client is seeking a Customer Experience Manager to lead and enhance the delivery of outstanding customer service across social housing services. You will ensure residentsandrsquo; voices are heard, feedback is acted upon, and services are designed around the needs of tenants and communities. This role focuses on embedding a culture of customer-centric service, ensuring regulatory compliance, and driving improvement through data insight and engagement.

• Develop, manage, and strengthen relationships with internal and external customers.

• Ensure contract delivery meets or exceeds client and organisational requirements.

• Manage correspondence from clients and customers professionally and promptly.

• Act as the point of contact for escalated customer queries.

• Monitor client satisfaction and address issues proactively.

• Enhance communication channels according to client and customer needs.

• Foster strong working relationships with colleagues, clients, and stakeholders.

• Maximise opportunities to improve customer satisfaction, reflecting core organisational values.

• Provide support and guidance on procedural and technical matters.

• Plan, allocate, and evaluate team and individual workloads.

• Promote a safe, inclusive, and engaging work environment where ideas are valued.

• Support staff development through one-to-ones, PDPs, talent management, and succession planning.

• Share best practices across teams and encourage knowledge exchange.

• Lead by example, demonstrating core values in all aspects of work.

• Proven experience managing customer service or resident engagement in social housing, local authorities, or a related sector.

• Strong customer-centric mindset.

• Excellent leadership, team management, communication, negotiation, and conflict resolution skills.

• Ability to analyse data and derive actionable insights.

• Collaborative approach to team leadership and cross-functional working.

• Excellent development and career progression opportunities.

• Competitive benefits including pension schemes, wellbeing resources, lifestyle discounts, and enhanced family leave.

• A supportive, inclusive, and values-driven workplace committed to equity, diversity, and inclusion.

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Our client is committed to creating a culture where every individual feels valued, respected, and empowered to succeed. If you are passionate about delivering exceptional customer experience and making a positive impact in social housing, this is the role for you.