Customer Experience Manager in London

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. 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.

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:

• 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.

Key skills:

• A good understanding of resident-facing services, including block and estate management, tenancy management, safeguarding, complaints and service delivery.
• Strong organisational skills, with the ability to establish processes, manage action plans, coordinate meetings and track progress.
• Strong communication and relationship management skills, with the confidence to work with residents, colleagues, senior leaders and external partners.
• Confidence using IT systems, spreadsheets and reporting tools to monitor performance, track actions and improve service oversight.
• A proactive, practical and resident-focused approach, with the ability to work flexibly in a small, growing organisation.

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.

Why join Flint Housing?

• 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.
• Collaborative: We work hand-in-hand with residents, local authority partners, housing management providers and developers.
• Responsive: We respond with purpose and pace, ensuring residents and partners receive timely, well thought out outcomes.

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.