At a Glance
- Tasks: Lead customer feedback service and drive improvements for a better customer experience.
- Company: Community-focused housing association dedicated to excellent service and quality homes.
- Benefits: Competitive salary, contributory pension scheme, and 25 days holiday increasing to 30.
- Other info: Join a supportive, values-led organisation with opportunities for personal growth.
- Why this job: Make a real impact on customer satisfaction and community well-being.
- Qualifications: Experience in social housing and understanding of regulatory frameworks.
Location: Hybrid, Didsbury, Manchester
Salary: £47,016
Full time / 35 hours per week
Fixed term contract 18 months
About Us
Southway owns over 6,500 homes in Greater Manchester and is a community-focused housing association with a vision to provide excellent customer service and quality homes, where communities thrive. Southway strives for continuous improvement led by customers, communities and colleagues. It is a member of the Greater Manchester Good Employment Charter and is guided by its REACH values of Respect, Equity, Ambition, Compassion and Honesty.
The Role
We are looking for an experienced and motivated Customer Experience Manager to lead Southway's complaints and customer feedback service and play a key role in improving outcomes for our customers. This is an influential role where you will ensure that insight from complaints and feedback is not only heard but translated into meaningful service improvements across the organisation. You'll combine strong operational leadership with strategic thinking, helping to shape how we respond to customers and continuously improve the services we deliver. You'll lead a small team, oversee the resolution of complex complaints, and ensure our approach meets regulatory expectations, including the Housing Ombudsman Complaint Handling Code.
What you will be doing:
- Leading the complaints service: Provide operational leadership to ensure complaints are handled consistently, fairly, and in line with regulatory expectations.
- Ensuring compliance and assurance: Maintain robust compliance with legal, regulatory, and Housing Ombudsman requirements, providing confidence in our processes and responses.
- Overseeing complex complaints: Take ownership of high-risk, sensitive, or complex cases, ensuring thorough investigation and timely, well-judged resolution.
- Using insight to drive improvement: Analyse complaints and feedback to identify trends, inform priorities, and support measurable service improvements.
- Strengthening the customer experience: Lead initiatives that embed learning from complaints into service design and delivery.
- Leading and developing the team: Manage, support, and develop the Customer Experience team to deliver a high-quality, customer-focused service.
- Building organisational capability: Provide guidance, coaching, and training to colleagues, improving complaint handling and customer service standards across Southway.
- Working collaboratively: Build strong relationships across teams to resolve issues, influence change, and ensure a consistent approach to customer experience.
- Monitoring performance and reporting.
About You
We're looking for someone with strong social housing expertise, sound judgement, and a clear understanding of the regulatory framework and customer expectations. You will ideally hold a CIH Level 4 qualification or above or be able to demonstrate experience working within a similar role.
In return we offer a 35-hour week, competitive salary, an excellent contributory pension scheme, and 25 days holiday increasing to 30 days. You will be part of a supportive, values-led organisation that is committed to helping its customers and colleagues thrive.
Closing Date: 17 July 2026
Interview Date: w/c 27 July 2026
We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community. All applicants who have a disability or are ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability or are ex armed forces, please tell us about this on your application form and please let us know about any special arrangements you would like us to make if you are invited in for an interview.
Customer Experience Manager employer: Southway Housing Trust
Southway is an exceptional employer, offering a supportive and values-driven work environment in Didsbury, Manchester. With a commitment to continuous improvement and community focus, employees benefit from a competitive salary, generous holiday allowance, and a strong pension scheme, all while contributing to meaningful service enhancements that directly impact the lives of residents. The organisation fosters professional growth through training and development opportunities, ensuring that team members thrive both personally and professionally.
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 Southway Housing Trust. 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 Southway Housing Trust 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 Southway Housing Trust:Your cover letter is your chance to shine! Tell us why you want to work at Southway Housing Trust 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 Southway Housing Trust!
How to prepare for a job interview at Southway Housing Trust
✨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.
