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- Tasks: Lead customer experience initiatives and resolve complex cases with empathy and professionalism.
- Company: Join Southway Housing Trust, a community-focused housing association dedicated to thriving communities in Greater Manchester.
- Benefits: Enjoy flexible working, competitive salary, 25 days holiday (30 with service), and a great pension scheme.
- Why this job: Make a real impact on customer experiences while fostering a culture of learning and accountability.
- Qualifications: Looking for confident communicators who are emotionally intelligent, organised, and proactive problem-solvers.
- Other info: Apply early as interviews are scheduled on a rolling basis; we value diversity and welcome all applicants.
The predicted salary is between 33500 - 38000 £ per year.
Location: Hybrid and Didsbury, Manchester
Salary: 38,758 to 42,677
Full time / 35 hours per week / Permanent
Agile working (Flexitime) with 3 Days per week in the Office (Fully office-based throughout the training period)
About Us
Southway Housing Trust is a committed and forward-thinking community focused housing association dedicated to providing excellent homes and outstanding customer care. With a vision of Thriving Communities, Southway manages over 6,500 homes across Greater Manchester. Southway strives to reduce child poverty, loneliness and isolation and increase employment, social connectedness, and pride in neighbourhoods. Our REACH values of Respect, Equity, Ambition, Compassion and Honesty reflect Southway's culture, how we deliver our services, and our relationships with customers, colleagues, and partners. Southway values diversity in all aspects of its communities and operations.
The Role
Championing Customer Voice Driving Service Excellence.
Are you passionate about delivering exceptional customer experiences and making a real difference? At Southway, we are looking for a Senior Customer Experience Specialist to lead on complex case resolution, manage our relationship with the Housing Ombudsman, and ensure that every customer voice drives meaningful service improvement. In this pivotal role, you will oversee complaints handling, support colleagues across the organisation, and lead with empathy, integrity, and professionalism. You will also coach and develop others, helping to embed a culture of learning and accountability. You will also line manage our Customer Experience Assistant providing coaching and support.
Candidates
An exciting opportunity has arisen in the Customer Experience team for a Senior Customer Experience Specialist. For the right person, we offer a 35-hour week, competitive salary, excellent contributory pension scheme, and 25 days' holiday - increasing to 30 with service.
We are looking for someone who is a confident communicator, emotionally intelligent, and highly organised. You will be a natural problem-solver with a proactive mindset, capable of managing complex cases and driving service improvements that make a real impact.
Closing Date: Sunday 13 July 2025
Interview Date: Thursday 17 July 2025
For an informal discussion please contact Johnny Turner, Customer Experience Manager at Applications are being reviewed as they are received, and interviews will be arranged for successful candidates in date order.
The Trust reserves the right to remove the job advert once vacant positions have been recruited, please do not wait until the closing date to apply.
Strictly no agencies.
We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community. All applicants who have a disability or from an ethnic minority background or ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability or are ex armed forces, please tell us about this on your application form. Please let us know about any special arrangements you would like us to make if you are invited in for an interview.
Senior Customer Experience Specialist employer: Southway Housing Trust
Contact Detail:
Southway Housing Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Experience Specialist
✨Tip Number 1
Familiarise yourself with Southway Housing Trust's REACH values: Respect, Equity, Ambition, Compassion, and Honesty. Demonstrating how you embody these values in your interactions can set you apart during the interview process.
✨Tip Number 2
Prepare specific examples of how you've successfully managed complex customer cases in the past. Highlighting your problem-solving skills and ability to drive service improvements will resonate well with the hiring team.
✨Tip Number 3
Research common challenges faced by housing associations in customer experience. Being able to discuss these issues and propose potential solutions will showcase your proactive mindset and understanding of the role.
✨Tip Number 4
Reach out to current or former employees on platforms like LinkedIn to gain insights into the company culture and expectations for the Senior Customer Experience Specialist role. This knowledge can help you tailor your approach during interviews.
We think you need these skills to ace Senior Customer Experience Specialist
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and required skills for the Senior Customer Experience Specialist position. Tailor your application to highlight how your experience aligns with their needs.
Showcase Relevant Experience: In your CV and cover letter, emphasise your experience in customer service, particularly in handling complex cases and driving service improvements. Use specific examples that demonstrate your problem-solving skills and emotional intelligence.
Align with Company Values: Southway Housing Trust values Respect, Equity, Ambition, Compassion, and Honesty. Make sure to reflect these values in your application by providing examples of how you embody them in your professional life.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Southway Housing Trust
✨Understand the REACH Values
Familiarise yourself with Southway's REACH values: Respect, Equity, Ambition, Compassion, and Honesty. Be prepared to discuss how these values resonate with your own experiences and how you can embody them in your role as a Senior Customer Experience Specialist.
✨Showcase Your Problem-Solving Skills
As a natural problem-solver, think of specific examples where you've successfully managed complex cases or resolved customer complaints. Highlight your proactive mindset and how it has led to service improvements in your previous roles.
✨Demonstrate Emotional Intelligence
Being emotionally intelligent is key for this role. Prepare to discuss situations where you've shown empathy and understanding towards customers or colleagues, and how that has positively impacted the outcome of a situation.
✨Prepare Questions for the Interviewers
Have a few thoughtful questions ready to ask during the interview. This shows your genuine interest in the role and the organisation. You might ask about their approach to customer feedback or how they measure service excellence.
