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For Companies At a Glance
- Tasks: Own the resident journey and enhance customer satisfaction through data analysis and service improvements.
- Company: Fast-growing property services provider focused on social housing maintenance.
- Benefits: Salary up to £42,000, supportive team culture, and genuine career potential.
- Why this job: Make a real impact on residents' experiences in a collaborative environment.
- Qualifications: Strong background in customer experience within social housing and complaint management.
- Other info: Office-based role with opportunities for continuous improvement and professional growth.
The predicted salary is between 42000 - 42000 £ per year.
We’re working in partnership with a fast-growing, nationwide property services and social housing maintenance provider to recruit a Customer Experience Manager for their South/Central region. This is an excellent opportunity to join a well-established and expanding organisation that delivers repairs, planned works, and customer-focused services to public sector and housing clients. With continued growth driven by contract wins and acquisitions, the business offers a supportive, collaborative environment with a strong emphasis on service quality and continuous improvement.
The Role
As Customer Experience Manager, you will take ownership of the end-to-end resident and tenant journey across the region. You’ll play a key role in analysing customer feedback and complaints data to identify trends, drive improvements, and enhance overall service delivery. Working closely with operational teams and senior stakeholders, you’ll help embed a customer-first culture and ensure high standards of communication and satisfaction across all touchpoints.
Key Responsibilities of a Customer Experience Manager:
- Take full ownership of the resident/tenant journey, mapping key touchpoints and identifying opportunities to improve satisfaction and service consistency
- Analyse complaints, compliments, and feedback data to identify recurring themes, root causes, and areas of risk
- Lead on developing and implementing action plans to address service gaps and improve overall customer outcomes
- Work closely with operational teams (repairs, maintenance, scheduling, and contact centre functions) to embed practical and sustainable service improvements
- Monitor performance against customer experience KPIs, including satisfaction scores, complaint resolution times, and service standards
- Support the effective handling and resolution of complaints, ensuring responses are timely, high-quality, and aligned with regulatory expectations
- Provide insight and reporting to senior stakeholders on customer trends, risks, and improvement initiatives
- Champion a customer-first culture across the region, coaching and influencing teams to prioritise resident experience in day-to-day operations
- Identify opportunities to streamline processes and remove friction from the customer journey
- Contribute to continuous improvement initiatives, sharing best practice with the wider customer experience function
- Support internal audits, service reviews, and compliance requirements related to customer experience and complaints handling
About You
- Strong customer experience background within social housing (essential)
- Solid understanding of resident/tenant expectations and service delivery
- Experience managing complaints processes and using insights to drive change
- Comfortable working in a fully office-based role (5 days per week)
- Collaborative, personable communicator with a proactive approach
- Able to operate effectively in a fast-paced, growing environment
What’s on Offer:
- Salary up to £42,000
- Opportunity to join a growing organisation with genuine career potential
- Supportive and professional team culture
If this Customer Experience Manager role is of interest please apply or contact (url removed)
Customer Experience Manager employer: Niyaa People Ltd
Contact Detail:
Niyaa People Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. Focus on articulating your experience in customer experience management and how it relates to the role you're applying for.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the position. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer experience, especially within social housing. We want to see how your skills align with the role of Customer Experience Manager, so don’t hold back on showcasing relevant achievements!
Showcase Your Analytical Skills: Since the role involves analysing customer feedback and complaints data, it’s a good idea to mention any experience you have with data analysis. We love seeing candidates who can identify trends and drive improvements, so share specific examples where you've done this before.
Emphasise Collaboration: This position requires working closely with various teams, so highlight your collaborative skills. We’re looking for someone who can influence and coach others, so include examples of how you’ve successfully worked with different stakeholders in the past.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to provide all the necessary information in one go. Plus, we love seeing applications come through our platform!
How to prepare for a job interview at Niyaa People Ltd
✨Know the Company Inside Out
Before your interview, make sure you research the company thoroughly. Understand their mission, values, and recent developments in the property services and social housing sector. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Prepare for Scenario-Based Questions
As a Customer Experience Manager, you'll likely face scenario-based questions that assess your problem-solving skills. Think of specific examples from your past experience where you've successfully handled customer complaints or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Showcase Your Analytical Skills
Since the role involves analysing customer feedback and trends, be ready to discuss how you've used data to drive improvements in previous roles. Bring examples of KPIs you've monitored and how your insights led to actionable changes. This will demonstrate your ability to enhance service quality.
✨Emphasise Your Collaborative Approach
The job requires working closely with various teams, so highlight your collaborative skills during the interview. Share instances where you've successfully influenced teams or stakeholders to prioritise customer experience. This will show that you're not just a lone wolf but a team player who can drive a customer-first culture.