At a Glance
- Tasks: Lead customer experience initiatives and drive service improvements in a dynamic social housing environment.
- Company: Trident Group, a trusted organisation transforming lives through housing and support services.
- Benefits: 34 days annual leave, birthday off, life assurance, and wellbeing programmes.
- Other info: Join a diverse team committed to equality and inclusion, with excellent career growth opportunities.
- Why this job: Shape organisational culture and make a real impact on communities and residents' lives.
- Qualifications: Experience in social housing, customer service, and strong leadership skills required.
The predicted salary is between 50000 - 50000 £ per year.
Interview Date: Tuesday 8 September 2026 (in person, Birmingham)
About The Role
Lead the customer experience agenda in an organisation that changes lives.
At Trident Group, we do much more than provide homes.
We support thousands of people across housing, support and care services, helping customers live independently and thrive within their communities.
- Reference 184039
- Customer Experience Manager
- Holliday Street, Birmingham
- £50000.00 per annum plus car allowance
- 37.5 hours per week
- Why this role matters
The social housing sector is changing.
Customer expectations are increasing, regulatory scrutiny is stronger than ever, and landlords must demonstrate that residents genuinely influence decision making.
At Trident, we see this as an opportunity.
- We are seeking someone who can help us move beyond compliance and create a culture where:
- Customer feedback drives service improvement.
- Complaints become catalysts for learning and change.
- Residents influence decisions that affect their homes and communities.
- Data and insight are translated into measurable actions.
- Regulatory assurance is embedded in everyday practice.
- Every colleague understands their role in delivering an outstanding customer experience.
This is not simply a management role. It is an opportunity to shape organisational culture, influence senior leaders and leave a lasting legacy across our services.
- What You’ll Be Doing
- Lead our Customer Engagement, Complaints and Insight functions.
- Drive the delivery of our resident engagement strategy.
- Champion the customer voice across all areas of the organisation.
- Lead the collection, analysis and reporting of Tenant Satisfaction Measures (TSMs).
- Strengthen our approach to complaints learning and continuous improvement.
- Facilitate the Operational Learning Forum and ensure learning translates into action.
- Provide assurance and reporting to senior leadership, committees and board members.
- Drive compliance with Consumer Standards and the Housing Ombudsman's Complaint Handling Code.
- Build strong partnerships with operational teams to ensure customers remain at the heart of service delivery.
Who we’re looking for?
We're looking for an inspirational leader who combines regulatory knowledge with a genuine passion for customer service.
You’ll bring
- Significant experience within social housing, customer experience, complaints, engagement or community services.
- Strong knowledge of Consumer Standards, TSMs and the Housing Ombudsman Complaint Handling Code.
- Experience turning customer insight and performance data into meaningful service improvements.
- A track record of leading high-performing customer-focused teams.
- Excellent communication and influencing skills.
- Experience presenting assurance, performance and improvement information to senior leaders and governance groups.
- The ability to challenge constructively, inspire others and drive positive change.
Why join us?
- Trustworthy
- Collaborative
- Accountable
- People Focused
- Caring in all we do
- The Benefits
- 34 days annual leave, plus the option to purchase up to 5 additional days
- A day off for your birthday
- 4 days off when you move home
- Life assurance (3 x salary)
- Employee Assistance programme & wellbeing programme
Who we are?
Trident Group has over 60 years' experience of delivering homes, services and innovation for up to 8,000 people in over 3,600 homes in some of the most disadvantaged communities in the Midlands.
The Group employs more than 600 staff, works with volunteers and provides training places and apprenticeships for many more.
We celebrate Equality, Diversity, and Inclusion and as a trauma informed organisation we are continually striving to build a community where everyone feels valued, respected and equally guided by our beacon of hope.
- As a Disability Confident Committed Employer
- ensure our recruitment process is inclusive and accessible
- communicating and promoting vacancies
- offering an interview to disabled people
- anticipating and providing reasonable adjustments as required
- supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work
- at least one activity that will make a difference for disabled people
All applicants must provide their right to work documentation at interview stage, such as a valid passport which will be verified to check your eligibility to work and live in the UK.
As an organisation we do not offer visa sponsorships. Only applicants with existing right to work in the UK will be considered.
Relevant roles will be subject to a successful disclosure at an appropriate level from Disclosure and barring service (DBS).
We reserve the right to close this vacancy early should sufficient applications be received.
At Trident Group, we only consider agency introductions where a signed agreement is in place, and where the agency has been specifically contacted by a member of our People & Culture Team.
We do not accept responsibility for any fees related to unsolicited or speculative CV submissions made directly to our employees or outside of the above.
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Customer Experience Manager employer: Trident Group – UK
Trident Group is an exceptional employer that prioritises the well-being and professional growth of its staff. With a supportive work culture in Birmingham, employees enjoy generous benefits such as 34 days of annual leave and ample learning opportunities, all while making a meaningful impact in the lives of vulnerable individuals. Join us to be part of a dedicated team that values flexibility and collaboration in delivering essential support services.
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 Trident Group – UK. 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 Trident Group – UK 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 Trident Group – UK:Your cover letter is your chance to shine! Tell us why you want to work at Trident Group – UK 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 Trident Group – UK!
How to prepare for a job interview at Trident Group – UK
✨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.
