Customer Experience Manager

Flint Housing is a for-profit registered provider of social housing headquartered in London. Founded in 2020 by Stephen Stone, former CEO of Crest Nicholson, and William Rucker, former Chair of Lazard UK, we support the delivery of new build, high-quality affordable housing across England.

With an investment capacity of over £1 billion through the partnership with investment funds managed by Morgan Stanley Real Estate Investing (“MSREI”) and as an Investment Partner to the Greater London Authority, Flint Housing has been developing a pipeline of forward funded and forward purchase schemes across England within and outside of the s106 framework by working in partnership with large and SME house builders.

We are a small, focused and driven team, bringing together deep expertise from the house building, social housing, and financial sectors, operating in an entrepreneurial organisation. We are aiming to deliver over 3,000 new-build, high quality, affordable homes over the medium term and to create a genuine and lasting positive social impact for our residents and communities through the provision of safe and secure housing.

Ensuring we comply with all health & safety and compliance requirements is paramount to our strategy.

This is an exciting moment to join Flint Housing and help shape what that future looks like.

We are looking for a proactive, organised and resident-focused Customer Experience Manager to support Flint Housing's continued growth and help shape, embed and monitor the delivery of housing services across our homes, estates and communities.

This is a new and important role, working closely with internal colleagues and external providers to ensure services are well planned, clearly monitored and consistently delivered. You will help put practical processes, systems and reporting arrangements in place so that Flint has strong visibility of performance, resident feedback and service quality across housing management, block and estate management, resident engagement and the mobilisation of new schemes.

Reporting to the Director of Customer Experience, you will act as a key point of coordination between Flint Housing, providers, block and estate management partners and residents. You will turn resident insight, operational data and service issues into clear actions that improve resident outcomes and provide assurance that services are being delivered to the standard Flint expects.

As part of a small organisation with significant growth ambitions, the role offers real scope to shape services, influence how we work and develop as the team and portfolio expands.

• Oversee day-to-day housing management services across Flint homes, estates and communities, using systems, workflows and data to monitor performance and track actions
• Monitor service quality across block and estate management, tenancy management, repairs, ASB, safeguarding, complaints, resident feedback and housing management KPIs
• Manage day-to-day relationships with housing management providers, block managers and other partners, ensuring roles, contracts and service standards are clear
• Coordinate and chair regular operational meetings with partners to review performance, resolve service issues and monitor actions
• Support new lease-up activity, scheme mobilisation and estate service arrangements, ensuring responsibilities and resident-facing services are in place from practical completion
• Provide an on-site presence when needed to help resolve urgent or complex housing issues, including defects, communal repairs and housing management-related fire safety actions
• Lead resident feedback, engagement and communications arrangements, ensuring residents can raise issues, influence services and receive clear, timely information
• Use resident feedback, operational data and performance information to identify trends, improve processes and provide assurance to the Executive Leadership Team on service quality, risks and priorities

• A good understanding of resident-facing services, including block and estate management, tenancy management, safeguarding, complaints and service delivery
• Strong organisational skills, with the ability to establish processes, manage action plans, coordinate meetings and track progress
• Strong communication and relationship management skills, with the confidence to work with residents, colleagues, senior leaders and external partners
• Confidence using IT systems,…