At a Glance
- Tasks: Lead customer experience initiatives and manage our Customer Contact Centre.
- Company: Join a forward-thinking organisation in the social housing sector.
- Benefits: Competitive salary, generous holidays, flexible working, and on-site gym.
- Other info: Guaranteed interview for disabled candidates meeting essential requirements.
- Why this job: Make a real impact while fostering a positive team culture.
- Qualifications: Proven leadership in customer service and commitment to diversity.
The predicted salary is between 58052 - 61206 £ per year.
The Role
In our newly created role as Customer Experience Manager, you will play a pivotal role in providing strategic and operational leadership for customer-facing services and overall customer experience across Clyde Valley Group. Reporting to the Customer Service Director, you will:
- Act as the organisational lead for customer experience, ensuring that customer perspectives inform strategy, service design and day-to-day operations.
- Lead and manage our Customer Contact Centre and Customer & Community Engagement teams, while acting as the group-wide lead for customer experience.
- Design and deliver a coherent approach to capturing, analysing and using customer feedback, insight and engagement activity across all services and channels.
- Work collaboratively with operational managers and teams to translate customer insight into service improvements and measurable outcomes.
What We’re Looking For
- Proven leadership experience within a customer-facing service in a complex organisation.
- Demonstrated involvement of customer experience and service improvement methodologies.
- Proven ability to create and sustain a high performing, positive team culture where colleagues feel motivated, valued and empowered.
- Commitment to equity, diversity, inclusion and continuous improvement.
Why Join Us?
You’ll be part of a forward-thinking organisation that values people, innovation, and excellence. We offer competitive benefits and the opportunity to make a real impact in the social housing sector. In return, Clyde Valley Group offer a great remuneration and benefits package, including generous holidays and flexible working arrangements, an on-site gym and training and development opportunities.
Guaranteed Interview
As a Disability Confident Employer, we’ll interview all disabled candidates who meet the minimum essential requirements for the post. If you tell us that you’re disabled, we’ll ensure that we make reasonable adjustments during each stage of the recruitment and selection process and if you join us, to where and how you work.
Closing date for applications: 5pm on 15th July 2026. Interviews are expected to take place on Wednesday 29th and Thursday 30th July 2026.
Full salary & employment details: £58,052 - £61,206 (EVH SM2 – SM4). Permanent, 35 hours per week.
Customer Experience Manager employer: Scottish Federation of Housing Associations
Clyde Valley Group is an exceptional employer that prioritises innovation, people, and excellence within the social housing sector. As a Customer Experience Manager, you will benefit from a supportive work culture that fosters employee growth through training and development opportunities, alongside competitive remuneration and flexible working arrangements. With a commitment to equity, diversity, and inclusion, you'll have the chance to make a meaningful impact while enjoying generous holidays and access to an on-site gym.
Contact Details:
Scottish Federation of Housing Associations Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Scottish Federation of Housing Associations. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Scottish Federation of Housing Associations before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Scottish Federation of Housing Associations:Your cover letter is your chance to shine! Tell us why you want to work at Scottish Federation of Housing Associations specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Scottish Federation of Housing Associations!
How to prepare for a job interview at Scottish Federation of Housing Associations
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
