At a Glance
- Tasks: Lead the Resident Engagement Team to enhance tenant interactions and satisfaction.
- Company: A key player in social housing with a commitment to community wellbeing.
- Benefits: Opportunity to influence service delivery and contribute to policy development.
- Other info: Join a diverse team dedicated to inclusion and safeguarding vulnerable individuals.
- Why this job: Make a real difference in residents' lives and improve their housing experience.
- Qualifications: Experience in social housing and a passion for customer experience.
The predicted salary is between 40000 - 50000 € 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.
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 employer: Wiltshire
As a Housing Customer Experience Manager with us, you will be part of a dedicated team that prioritises tenant satisfaction and community engagement across Wiltshire. We offer a supportive work culture that values empathy and innovation, alongside opportunities for professional growth and development in the social housing sector. Join us to make a meaningful impact on residents' lives while enjoying a workplace committed to diversity, inclusion, and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Housing Customer Experience Manager
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those who work in customer experience. Attend local events or join online forums to connect with others and learn about potential job openings.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your previous successes in improving customer experiences. This will give you an edge during interviews and show how you can make a difference in our team.
✨Tip Number 3
Be proactive! Don’t just wait for job postings; reach out directly to us through our website. Express your interest in the Housing Customer Experience Manager role and share how your experience aligns with our mission.
✨Tip Number 4
Prepare for the interview by understanding the current challenges in social housing. Familiarise yourself with relevant policies and legislation so you can discuss how you would tackle these issues and improve tenant satisfaction.
We think you need these skills to ace Housing Customer Experience Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in social housing and customer experience. We want to see how your skills align with the role of Housing Customer Experience Manager, so don’t hold back on showcasing your relevant achievements!
Show Your Passion:Let your enthusiasm for improving tenant experiences shine through in your application. We’re looking for someone who genuinely cares about making a difference, so share any personal stories or motivations that drive you in this field.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points stand out. This will help us quickly see why you’re the right fit for the role!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the position. Plus, it gives you a chance to explore more about our values and culture.
How to prepare for a job interview at Wiltshire
✨Know Your Stuff
Make sure you brush up on the latest policies and legislation affecting social housing. Being able to discuss these confidently will show that you’re not just familiar with the role, but that you’re genuinely passionate about improving tenant experiences.
✨Showcase Your Empathy
As a Housing Customer Experience Manager, empathy is key. Prepare examples from your past roles where you've successfully handled resident feedback or resolved issues. This will demonstrate your ability to connect with tenants and understand their needs.
✨Engagement Strategies Matter
Think about how you would strengthen engagement with residents. Come prepared with ideas or strategies that could enhance communication and feedback processes. This shows initiative and a proactive approach to the role.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations, like handling difficult tenant interactions or implementing feedback mechanisms. Practising your responses to these scenarios can help you articulate your thought process and problem-solving skills effectively.
