At a Glance
- Tasks: Lead customer experience initiatives in social housing repairs and maintenance.
- Company: Join a leading contractor in the Social Housing sector.
- Benefits: Competitive salary, career growth, and a supportive team environment.
- Other info: Dynamic role with opportunities for community engagement and process improvement.
- Why this job: Make a real difference in residents' lives through exceptional service.
- Qualifications: Experience in customer service and strong leadership skills required.
The predicted salary is between 47000 - 47000 £ per year.
Customer Service Manager - Social Housing Repairs & Maintenance
Based in Hemel Hempstead
Full‑time, permanent position
Salary: 47k
We are currently working in partnership with a leading contractor within the Social Housing sector to recruit an experienced and customer-focused Customer Experience Manager to join their growing team based in Hemel Hempstead. This is an excellent opportunity for an experienced customer experience professional to play a key role within a fast‑paced repairs, maintenance, and retrofit environment.
The successful candidate will be responsible for driving customer satisfaction, service improvement, and resident engagement across responsive repairs, planned maintenance, and refurbishment programmes. As the Customer Experience Manager, you will lead the delivery of a high‑quality customer journey for residents and clients, ensuring services are delivered in line with contractual obligations, customer expectations, and operational KPIs.
You will act as a key escalation point for customer issues, oversee customer engagement initiatives, and use customer insight and data analysis to identify and implement service improvements.
Key Responsibilities- Lead and develop teams to deliver outstanding customer and resident experiences across repairs and maintenance services
- Manage customer relationships, ensuring a consistently high level of service delivery and customer satisfaction
- Act as an escalation point for complex complaints and customer issues, ensuring effective and timely resolution
- Investigate complaints and service failures using root cause analysis to identify long‑term improvement opportunities
- Analyse customer feedback, KPI data, and satisfaction trends to drive service enhancements and operational improvements
- Lead the development and continuous improvement of customer journey mapping and service design processes
- Identify, implement, and embed process improvements to improve efficiency, communication, and customer outcomes
- Support and deliver resident and community engagement initiatives, building positive relationships with customers and stakeholders
- Collaborate with operational managers and key stakeholders to improve customer processes and service delivery
- Produce regular performance and customer insight reports for senior management
- Promote a positive team culture through effective leadership, coaching, and development of team members
- Ensure health, safety, and wellbeing remain at the forefront of decision making and operational delivery
- Previous experience managing customer experience, customer service, or resident engagement functions within Social Housing, Property Services, Repairs & Maintenance, or a regulated environment
- Experience in customer journey mapping, service improvement, and process implementation
- Proven experience investigating complaints and conducting root cause analysis to improve service delivery
- Strong understanding of customer satisfaction metrics, KPI reporting, and performance analysis
- Demonstrated leadership and people management experience
- Excellent communication, stakeholder management, and relationship‑building skills
- Ability to manage multiple priorities within a fast‑paced operational environment
- Customer‑focused mindset with a passion for delivering service excellence and continuous improvement
Customer Experience Manager - Social Housing Repairs & Maintenance. Job in Berkhamsted LilyLife[...] employer: United Cerebral Palsy of Georgia
LilyLife is an exceptional employer that prioritises employee growth and development within a supportive and dynamic work culture. Located in Hemel Hempstead, the company offers competitive salaries and fosters a collaborative environment where team members are encouraged to innovate and enhance customer experiences in the social housing sector. With a strong focus on community engagement and service improvement, employees can take pride in making a meaningful impact while enjoying a fulfilling career.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager - Social Housing Repairs & Maintenance. Job in Berkhamsted LilyLife[...]
✨Tip Number 1
Network like a pro! Reach out to people in the social housing sector, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Tailor your answers to show how your experience aligns with their mission, especially around customer satisfaction and service improvement. We want to see that passion!
✨Tip Number 3
Showcase your problem-solving skills! Be ready to discuss specific examples of how you've tackled customer complaints or improved service delivery in the past. We love hearing about real-life experiences that demonstrate your expertise.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for candidates who are genuinely excited about making a difference in customer experience.
We think you need these skills to ace Customer Experience Manager - Social Housing Repairs & Maintenance. Job in Berkhamsted LilyLife[...]
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Experience Manager role. Highlight your experience in social housing, repairs, and maintenance, and showcase how you've driven customer satisfaction in previous roles.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about improving customer experiences and how your skills align with our mission at StudySmarter. Be specific about your achievements!
Showcase Your Leadership Skills:As a Customer Experience Manager, you'll be leading teams. Make sure to include examples of how you've successfully managed teams and improved service delivery in your application. We love seeing strong leadership!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to see what you bring to the table!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know Your Stuff
Make sure you understand the ins and outs of customer experience in social housing. Brush up on key terms like customer journey mapping and service improvement. Being able to speak confidently about these topics will show that you're serious about the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams to improve customer satisfaction in previous roles. Think about specific situations where you turned a complaint into a positive outcome. This will demonstrate your ability to manage and inspire a team effectively.
✨Data is Your Friend
Be ready to discuss how you've used data analysis to drive service improvements. Bring examples of KPIs you've tracked and how they influenced your decisions. This shows that you can back up your strategies with solid evidence.
✨Engagement is Key
Think about how you've engaged with residents or customers in the past. Prepare to share your ideas on building positive relationships and enhancing community engagement. This will highlight your customer-focused mindset and passion for service excellence.
