Customer Experience Manager

Flint Housing is a for-profit registered provider of social housing headquartered in London. Founded in 2020, we support the delivery of new build, high-quality affordable housing across England. With an investment capacity of over £1 billion, Flint Housing has been developing a pipeline of forward funded and forward purchase schemes across England by working in partnership with large and SME housebuilders.

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

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

About the Customer Experience Manager Role

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.

Key responsibilities include:

• 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, strong organisational skills, communication and relationship management skills, confidence using IT systems, and a proactive, practical and resident-focused approach are essential.

Qualifications (beneficial)

• Relevant housing, customer service, resident engagement or professional qualifications, such as CIH membership, would be beneficial but are not essential.
• Experience reviewing service standards, management agreements or partner arrangements.
• Knowledge of the Regulator of Social Housing Consumer Standards, Tenant Satisfaction Measures, Housing Ombudsman complaints handling requirements and resident engagement good practice.

Be part of a purpose-driven, entrepreneurial organisation that seeks to make a tangible difference to communities. Collaborate with, and learn from, a small but passionate and experienced team. Ability to shape a growing organisation and create opportunities for professional development and career progression.

Competitive salary and benefits package.

Our values

• Building for the long term: We think long term and aim to create lasting value for residents, communities and partners by working with intent and purpose.
• Responsive: We respond with purpose and pace, ensuring residents and partners receive timely, well thought out outcomes.

Applicants must have the right to work in the UK. Flint Housing believes in the benefits of working flexibly but also values the advantages of collaborative in-person work. We are committed to discussing and finding the right balance with the successful candidate.

We are dedicated to fostering a culture where inclusivity is embedded in our ways of working and believe that the best ideas and solutions arise from a rich mix of perspectives, backgrounds, and experiences. We are an equal opportunity employer and welcome applications from all backgrounds.