At a Glance
- Tasks: Lead customer experience initiatives and manage teams to enhance service delivery.
- Company: Clyde Valley Housing Association, committed to improving customer satisfaction.
- Benefits: Competitive salary, generous holidays, flexible working, and training opportunities.
- Other info: Join a supportive environment that values diversity and inclusion.
- Why this job: Make a real difference in customer experience while leading a dynamic team.
- Qualifications: Leadership experience in customer service and a passion for improvement.
The predicted salary is between 58052 - 61206 £ per year.
Location: West of Scotland, Clyde Valley Housing Association
Salary: £58,052 - £61,206
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.
Responsibilities
- Act as the organisational lead for customer experience, ensuring that customer perspectives inform strategy, service design and day-to-day operations.
- Lead and manage the 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.
Qualifications
- 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.
Benefits
- Competitive salary range (£58,052 - £61,206).
- Generous holidays.
- Flexible working arrangements.
- On‑site gym.
- Training and development opportunities.
Equal Employment Opportunity
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.
Application Details
Closing date for applications: 5pm on 15th July 2026. Interviews expected to take place on Wednesday 29th and Thursday 30th July 2026.
Employment Details
Job Type: Full Time
Contract: Permanent, 35 hours per week
Contact People Team – recruitment@cvha.org.uk – 01698268855
Company website: https://www.cvha.org.uk
Customer Experience Manager in Laurencekirk employer: Scottish Federation of Housing Associations
Clyde Valley Housing Association is an exceptional employer that prioritises employee well-being and professional growth. With a competitive salary, generous holidays, and flexible working arrangements, we foster a supportive work culture where every team member is valued and empowered to contribute to meaningful customer experiences. Located in the picturesque Clyde Valley, our commitment to equity, diversity, and continuous improvement ensures that you will thrive in a dynamic environment dedicated to making a positive impact in the community.
Contact Details:
Scottish Federation of Housing Associations Recruitment Team
