At a Glance
- Tasks: Lead and enhance tenant interactions, driving improvements in customer experience.
- Company: Join Wiltshire Council, a supportive and inclusive workplace.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Be part of a team committed to inclusion and positive change.
- Why this job: Make a real difference in residents' lives and shape housing services.
- Qualifications: Experience in social housing and a passion for customer service.
The predicted salary is between 39862 - 41771 € per year.
We are looking for a Housing Customer Experience Manager to develop and improve the way we interact with our tenants across Wiltshire. With over 5,300 homes and a £31m rental turnover, our Housing Management Service plays a crucial role in ensuring tenant satisfaction, and this role is central to shaping how residents experience our services.
You will oversee all resident interactions, strengthen engagement and lead our Resident Engagement Team, using feedback and mystery shopper exercises to drive continuous improvement. We are seeking a proactive, empathetic and solution-focused individual with significant experience of working in a similar role within a social housing landlord service.
You will bring expert knowledge of the issues currently affecting social housing providers, alongside a strong understanding of relevant policies, legislation and the regulatory expectations set by the Regulator of Social Housing. Your work will support improved resident communications, effective handling of feedback and consistent compliance with Consumer Standards, making a direct and positive impact on tenant wellbeing and the reputation of the service.
In return, you will have the opportunity to influence service delivery, contribute to policy development and help shape how we respond to the needs of our tenants. This is a role where your insight and leadership will make a lasting difference to residents' lives.
If you have experience in social housing, a passion for customer experience and the drive to create meaningful change, we'd love to hear from you.
Wiltshire Council is a friendly, welcoming place to work, with a 'One Council' ethos. That's why we focus on getting the things that matter to our people right.
The council is committed to creating an environment of positive working relationships where everyone feels engaged, supported and able to thrive. Everyone is expected to promote a culture of inclusion, dignity, trust and respect which is underpinned by our vision and Our Identity framework.
We are firmly committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and to the principles of inclusion and diversity in both employment and the delivery of services.
Housing Customer Experience Manager in England employer: Wiltshire Council
Wiltshire Council is an excellent employer that prioritises a supportive and inclusive work culture, fostering positive relationships among staff. As a Housing Customer Experience Manager, you will have the opportunity to make a significant impact on tenant wellbeing while benefiting from professional growth and development within a collaborative environment. With a commitment to equality and diversity, Wiltshire Council ensures that every employee feels valued and empowered to thrive in their role.
StudySmarter Expert Advice🤫
We think this is how you could land Housing Customer Experience Manager in England
✨Tip Number 1
Get to know the company inside out! Research Wiltshire Council's values, recent projects, and their approach to tenant engagement. This will help you tailor your responses during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your interview skills with a friend or family member. Focus on common questions related to customer experience and social housing. The more comfortable you are talking about your experiences, the better you'll come across in the real deal!
✨Tip Number 3
Don’t forget to prepare some thoughtful questions for your interviewers. Ask about their current challenges in resident engagement or how they measure tenant satisfaction. This shows you're proactive and ready to contribute from day one.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it gives you a chance to showcase your enthusiasm for the role and the organisation right from the start.
We think you need these skills to ace Housing Customer Experience Manager in England
Some tips for your application 🫡
Read the Job Description Thoroughly:Before you start writing your application, take a good look at the job description. It’s packed with clues about what we’re looking for, so make sure you understand the role and how your experience fits in.
Showcase Your Relevant Experience:When you’re putting together your application, highlight your experience in social housing and customer service. We want to see how your background aligns with the responsibilities of the Housing Customer Experience Manager role.
Be Authentic:We value authenticity, so let your personality shine through in your application. Share your genuine motivations and experiences that have shaped your approach to customer service and engagement.
Apply Through Our Website:Make sure to submit your application through our website. It’s the best way to ensure it gets to us directly, and you’ll find all the necessary details there to help you along the way!
How to prepare for a job interview at Wiltshire Council
✨Know Your Stuff
Make sure you’re well-versed in the current issues affecting social housing providers. Brush up on relevant policies, legislation, and the regulatory expectations set by the Regulator of Social Housing. This knowledge will not only impress your interviewers but also show that you're genuinely interested in making a difference.
✨Show Your Empathy
As a Housing Customer Experience Manager, empathy is key. Prepare examples from your past experiences where you've successfully handled tenant concerns or improved customer satisfaction. This will demonstrate your proactive and solution-focused approach, which is exactly what they’re looking for.
✨Engagement is Everything
Think about how you can strengthen resident engagement. Be ready to discuss strategies you’ve used in the past, like feedback mechanisms or mystery shopper exercises. Showing that you have a plan for enhancing tenant interactions will set you apart from other candidates.
✨Cultural Fit Matters
Familiarise yourself with Wiltshire Council's 'One Council' ethos and Our Identity framework. During the interview, express how your values align with theirs, especially regarding inclusion, dignity, and respect. This will help you connect with the interviewers and show that you’re a great fit for their team.
