Customer Experience Manager

Job Summary

Housing – Empowering Housing Solutions for All in Wiltshire

We are looking for a Housing Customer Experience Manager to develop and improve the way we interact with our tenants across Wiltshire.

With over 5,300 homes and a £31 m rental turnover, our Housing Management Service plays a crucial role in ensuring tenant satisfaction. This role is key to improving our customer experience, overseeing all resident interactions and finding new ways to enhance engagement. You'll lead a dedicated Resident Engagement Team, test service performance through mystery‑shopper exercises and use real feedback to drive meaningful change.

We are seeking a proactive, empathetic and solution‑focused individual who will work with our teams in improving resident communications, handling resident feedback, while ensuring and promoting compliance with the Regulator of Social Housing's Consumer Standards. The job will impact outcomes for the well‑being of tenants and the service’s reputation. In return, you will have the opportunity to help shape policy, influence service delivery and make a lasting difference in residents’ lives.

Wiltshire Council is the unitary local authority for the county of Wiltshire, England, established in 2009 to provide both county‑level and district‑level services. The council’s vision is to foster strong communities where residents can achieve their potential through empowerment and inclusion. The council focuses on long‑term challenges, community engagement, and delivering services that support independent living, reduce inequalities, and promote overall well‑being.

• Community Services:

The council provides a range of essential services to residents, including waste management, public planning, and support for vulnerable populations, such as older adults and people with disabilities.

• Governance:

The council consists of elected councillors who form a cabinet to set the council’s direction and priorities. A system of overview and scrutiny ensures accountability for the cabinet’s decisions.

• Strategic Planning:

The council engages in long‑term planning, such as its household waste management strategy, focusing on new approaches and opportunities to manage waste over the next decade and beyond.

• Infrastructure:

The council uses Community Infrastructure Levy (CIL) funds to support local infrastructure projects, including roads, schools, and recreational facilities, to manage the impact of development.

Wiltshire Council

Stephenson Road

Salisbury

SP2 7NP

Pay scheme:
Other

Salary: £39,862 to £41,771 a year

Contract:

Permanent

Working pattern:
Full‑time

Reference number: F

Develop and implement a comprehensive Customer Experience Strategy aligned with our organisational goals and Business Plan.

Lead and manage the Resident Engagement team, providing guidance, training, and support to ensure high performance and professional development.

Lead on initiatives to design and implement innovative methods of Resident Engagement and improvements to customer satisfaction and improve the reputation of the service.

Act as the main point of contact for resident enquiries, complaints, and feedback, ensuring timely and effective resolution and ensuring that our customers are appropriately well‑informed.

Identify challenges and areas of need amongst tenant groups and work collaboratively across the Housing Management Service, wider council and third‑party groups to implement improvements to the health and well‑being of those tenants.

Conduct regular surveys, focus groups, and feedback sessions to gather resident insights and identify areas for improvement.

Work closely with the management team and Service Development Officers to meet compliance with the Regulator of Social Housing (RSH) Consumer Standards and find innovative ways to improve tenant satisfaction.

Collaborate with other departments to ensure a seamless and cohesive service delivery across all aspects of the housing landlord service.

Review and analyse customer feedback to develop actionable insights and recommendations for service enhancements.

Monitor and report…