Customer Experience Manager

Responsible to:
Executive Director of Customer Experience and Strategy

Direct reports:
Customer Engagement Officers x2, Customer Services Resolution Officer x1 and Customer Services Team Lead x1.

Customer Service Team responsibility: 11 colleagues

Base:
Chapman House, Leeds, BD11 1DR
(With hybrid working)

Lead customer experience, insight, complaints and tenant engagement across Habinteg.

We are looking for an experienced Customer Experience Manager to provide strategic and operational leadership for Customer Services, Customer Experience, Customer Insight, Complaints and Tenant Engagement. As a member of the Leadership Team, you will champion a customer-focused culture and ensure tenant needs, feedback and insight shape organisational strategy, service delivery and continuous improvement.

You will lead the development and delivery of customer experience strategies, improve customer satisfaction and trust, and provide assurance to the Executive Team and Board on customer outcomes, service performance and regulatory compliance. You will use insight, complaints, satisfaction data and performance information to influence priorities and turn feedback into demonstrable organisational learning.

Working across Habinteg, you will lead high-performing customer-facing teams, oversee departmental budgets and build effective relationships with tenants, Board members, senior leaders, regulators and external partners. You will be accountable for accessible, responsive services and a culture of integrity, respect, accountability and continuous improvement.

• Contribute as a Leadership Team member to corporate strategy, business plans, organisational objectives and change programmes.
• Lead Habinteg’s strategies for customer services, customer experience, customer insight, complaints and tenant engagement.
• Champion customer-centred decision-making, accessibility and customer ownership across the organisation.
• Use satisfaction data, complaints, feedback, scrutiny and performance to shape priorities and service improvement.
• Lead customer journey improvement, perception surveys, transactional feedback and a robust customer insight framework.
• Oversee accessible customer contact services and complaint handling in line with consumer standards and the Housing Ombudsman Complaint Handling Code.
• Provide assurance reports to the Executive Team and Board on satisfaction, complaints, engagement, performance and compliance.
• Lead, develop and assess customer-facing teams, addressing competence, conduct and performance fairly and effectively.
• Manage budgets, resources and service-provider assurance to achieve strategic objectives and excellent outcomes.
• Build strong relationships with tenants, senior leaders, Board members, regulators, sector bodies and delivery partners.

• Develop inclusive engagement opportunities, volunteering pathways, tenant training and incentives.
• Expand the menu of ways tenants can connect, influence services and scrutinise competence and conduct arrangements.
• Ensure involvement structures, committees and groups operate effectively through clear agendas, meeting support, action tracking and joined-up communication.
• Business-partner with service leads so tenant involvement informs service development and improvement.

• Continuously improve customer service functions so tenants receive responsive, professional and accessible support.
• Oversee timely, effective complaint resolution and analyse trends and root causes to drive learning.
• Set performance standards, report outcomes and promote service excellence and accountability across customer-facing teams.

• Take collective responsibility for organisational…