Customer Experience Manager

About the Role

Wiltshire Council is seeking a proactive and innovative Housing Customer Experience Manager to lead improvements in the quality and customer experience of our housing services. This is an exciting opportunity to make a real difference to the lives of our tenants and residents by shaping how we engage and deliver services.

As part of the Housing Management Service (HRA) within the Assets Directorate, you will manage the Resident Engagement Team and work collaboratively across the council to ensure high levels of tenant satisfaction and compliance with the Regulator of Social Housing Consumer Standards.

• Develop and implement a comprehensive Customer Experience Strategy.
• Lead and manage the Resident Engagement team, ensuring high performance and development.
• Design and deliver innovative resident engagement initiatives.
• Act as the main point of contact for resident enquiries, complaints, and feedback.
• Conduct surveys, focus groups, and feedback sessions to identify improvements.
• Monitor and report on KPIs related to customer satisfaction.
• Collaborate with internal teams and external stakeholders to enhance service delivery.

We’re looking for someone with:

• A degree or significant experience in a similar role within social housing.
• Level 4 in Management or equivalent experience.
• Expert knowledge of social housing policies, legislation, and regulatory guidelines.
• Strong leadership, communication, and problem-solving skills.
• Ability to manage multiple priorities and deliver results under pressure.
• Excellent ICT skills and experience in data analysis and reporting.

• Experience in local authority or housing association settings.
• Knowledge of housing best practice and regulatory standards.

Wiltshire Council manages over 5,300 homes and is committed to delivering exceptional services to our residents. You’ll play a key role in shaping our customer experience and driving continuous improvement.

• Occasional travel may be required.
• This role is politically restricted.
• DBS clearance may be required.

If you’re passionate about improving customer experience and have the skills to lead change, we’d love to hear from you.

Salary / Benefits: £39,862 - £41,771