Job summary
Housing - Empowering Housing Solutions for All in Wiltshire
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. This role is key to improving our customer experience, overseeing all resident interactions and finding new ways to enhance engagement. You'll lead a dedicated Resident Engagement Team, test service performance through mystery shopper exercises and use real feedback to drive meaningful change. We are seeking a proactive, empathetic and solution-focused individual who will work with our teams in improving resident communications, handling resident feedback, while ensuring and promoting compliance with the Regulator of Social Housing's Consumer Standards. The job will have an impact on outcomes for the well-being of tenants and the services reputation. In return, you will have the opportunity to help shape policy, influence service delivery and make a lasting difference in residents' lives. If you have experience in social housing, a passion for customer experience and drive to make a difference, we'd love to hear from you.
Main duties of the job
As Housing Customer Experience Manager, you will lead the development and delivery of a comprehensive Customer Experience Strategy aligned with our organisational goals and Business Plan. You will manage and inspire the Resident Engagement team, driving innovative approaches to engagement and service improvement that enhance tenant satisfaction and strengthen our reputation.
Acting as the primary point of contact for resident enquiries, complaints, and feedback, you will ensure timely and effective resolution while keeping customers well-informed. Through surveys, focus groups, and data analysis, you will identify challenges and opportunities, collaborating across the Housing Management Service, wider council, and external partners to implement improvements that support tenant wellbeing.
Your role will also involve monitoring KPIs, ensuring compliance with Regulator of Social Housing Consumer Standards, and fostering strong relationships with residents, community groups, and stakeholders to deliver a seamless and customer-focused housing service.
About us
Wiltshire Council is the unitary local authority for the county of Wiltshire, England, established in 2009 to provide both county-level and district-level services. The council's vision is to foster strong communities where residents can achieve their potential through empowerment and inclusion. The council focuses on long-term challenges, community engagement, and delivering services that support independent living, reduce inequalities, and promote overall well-being.
Key Responsibilities and Services
The council provides a range of essential services to residents, including waste management, public planning, and support for vulnerable populations, such as older adults and people with disabilities.
The council consists of elected councillors who form a cabinet to set the council's direction and priorities.A system ofoverview and scrutinyensures accountability for the cabinet's decisions.
The council engages in long-term planning, such as its household waste management strategy, focusing on new approaches and opportunities to manage waste over the next decade and beyond.
The council uses Community Infrastructure Levy (CIL) funds to support local infrastructure projects, including roads, schools, and recreational facilities, to manage the impact of development.
Job description
Job responsibilities
Manager job family overview:
For the lower grades it is the expectation that the role will be to support remote team working and
management is for the day-to-day responsibilities of the team.
For the higher grades full accountability of all elements of management of a team of staff including
accountability for quality and quantity of work. This includes, but is not limited to the following:
The team is competent, effective and motivated.
Work is effectively delegated and delivered to the required standards.
Appraisals are undertaken for all staff within the team.
Effective team meetings and one to one meeting take place regularly.
Recruitment, induction, development, employee relations and all HR processes and planning
are completed to the required standards and timescales.
Service and Function Context
The council has approximately 5,300 houses, flats, and sheltered schemes across Wiltshire that are
looked after by the councils Housing Management Service (HRA).
The service turnover is around £28m per year in rental collection and undertake over 15,000 repair jobs
each year. As a social landlord, the council and its performance is subject to a high level of scrutiny
from the Regulator of Social Housing that includes its requirement to meet stringent Consumer
Standards. This requires the service to have a keen focus on tenant satisfaction and the overall
customer experience, with our success being measured through various tenant engagement channels
including the annual Tenant Satisfaction Measures survey.
The primary responsibility of this role is to lead on enhancing the quality and customer experience of
the range of housing services provided to the councils tenants and residents.
The role will be responsible for developing our current systems, procedures and practices for all of our
contacts and communications with our customers. It will also create and implement new and innovative
ways of enhancing our customers experience of our services, ensuring high levels of satisfaction and
engagement. The role will be expected to test the performance of the service via mystery shopper
exercises and evaluate this and customer journeys through a systematic review of in-house inspections
and data-driven information.
The role requires a proactive and empathetic person who can drive improvements in service delivery,
manage resident feedback, and foster a culture of continuous improvement in our customer journey.
The role sits within the Housing Systems Engagement and Business Support team and reports directly
to the System Engagement and Business Support Manager. The postholder will manage the Resident
Engagement Team of 4 and will actively participate on all of the business areas that make up the whole
Housing Management Service. will require a good understanding of social housing and the nuances of
how a social housing landlord operates.
Job Purpose
Specific duties and responsibilities include:
Develop and implement a comprehensive Customer Experience Strategy aligned with our
organisational goals and Business Plan.
Lead and manage the Resident Engagement team, providing guidance, training, and support to
ensure high performance and professional development.
Lead on initiatives to design and implement innovative methods of Resident Engagement and
improvements to customer satisfaction and improve the reputation of the service.
Act as the main point of contact for resident enquiries, complaints, and feedback, ensuring timely
and effective resolution, and ensuring that our customers are appropriately well-informed.
Identify challenges and areas of need amongst tenant groups and work collaboratively across the
Housing Management Service, wider council and 3rd party groups to implement improvements to
the health and wellbeing of those tenants.
Conduct regular surveys, focus groups, and feedback sessions to gather resident insights and
identify areas for improvement.
Work closely with management team and Service Development Officers to meet compliance with
the Regulator of Social Housing (RSH) Consumer Standards and find innovative ways to improve
tenant satisfaction.
Collaborate with other departments to ensure a seamless and cohesive service delivery across all
aspects of the housing landlord service.
Review and analyse customer feedback to develop actionable insights and recommendations for
service enhancements.
Monitor and report on key performance indicators (KPIs) related to customer satisfaction and
experience.
Identify, develop and maintain strong relationships with residents, community groups, and
stakeholders.
Implement and oversee initiatives that promote resident engagement and community building.
Ensure compliance with all relevant regulations, policies, and standards related to customer service
and social housing.
Develop and promote the service to residents, stakeholders and corporate teams, ensuring an
excellent service reputation and brand, through all communication channels.
Job description
Job responsibilities
Manager job family overview:
For the lower grades it is the expectation that the role will be to support remote team working and
management is for the day-to-day responsibilities of the team.
For the higher grades full accountability of all elements of management of a team of staff including
accountability for quality and quantity of work. This includes, but is not limited to the following:
The team is competent, effective and motivated.
Work is effectively delegated and delivered to the required standards.
Appraisals are undertaken for all staff within the team.
Effective team meetings and one to one meeting take place regularly.
Recruitment, induction, development, employee relations and all HR processes and planning
are completed to the required standards and timescales.
Service and Function Context
The council has approximately 5,300 houses, flats, and sheltered schemes across Wiltshire that are
looked after by the councils Housing Management Service (HRA).
The service turnover is around £28m per year in rental collection and undertake over 15,000 repair jobs
each year. As a social landlord, the council and its performance is subject to a high level of scrutiny
from the Regulator of Social Housing that includes its requirement to meet stringent Consumer
Standards. This requires the service to have a keen focus on tenant satisfaction and the overall
customer experience, with our success being measured through various tenant engagement channels
including the annual Tenant Satisfaction Measures survey.
The primary responsibility of this role is to lead on enhancing the quality and customer experience of
the range of housing services provided to the councils tenants and residents.
The role will be responsible for developing our current systems, procedures and practices for all of our
contacts and communications with our customers. It will also create and implement new and innovative
ways of enhancing our customers experience of our services, ensuring high levels of satisfaction and
engagement. The role will be expected to test the performance of the service via mystery shopper
exercises and evaluate this and customer journeys through a systematic review of in-house inspections
and data-driven information.
The role requires a proactive and empathetic person who can drive improvements in service delivery,
manage resident feedback, and foster a culture of continuous improvement in our customer journey.
The role sits within the Housing Systems Engagement and Business Support team and reports directly
to the System Engagement and Business Support Manager. The postholder will manage the Resident
Engagement Team of 4 and will actively participate on all of the business areas that make up the whole
Housing Management Service. will require a good understanding of social housing and the nuances of
how a social housing landlord operates.
Job Purpose
Specific duties and responsibilities include:
Develop and implement a comprehensive Customer Experience Strategy aligned with our
organisational goals and Business Plan.
Lead and manage the Resident Engagement team, providing guidance, training, and support to
ensure high performance and professional development.
Lead on initiatives to design and implement innovative methods of Resident Engagement and
improvements to customer satisfaction and improve the reputation of the service.
Act as the main point of contact for resident enquiries, complaints, and feedback, ensuring timely
and effective resolution, and ensuring that our customers are appropriately well-informed.
Identify challenges and areas of need amongst tenant groups and work collaboratively across the
Housing Management Service, wider council and 3rd party groups to implement improvements to
the health and wellbeing of those tenants.
Conduct regular surveys, focus groups, and feedback sessions to gather resident insights and
identify areas for improvement.
Work closely with management team and Service Development Officers to meet compliance with
the Regulator of Social Housing (RSH) Consumer Standards and find innovative ways to improve
tenant satisfaction.
Collaborate with other departments to ensure a seamless and cohesive service delivery across all
aspects of the housing landlord service.
Review and analyse customer feedback to develop actionable insights and recommendations for
service enhancements.
Monitor and report on key performance indicators (KPIs) related to customer satisfaction and
experience.
Identify, develop and maintain strong relationships with residents, community groups, and
stakeholders.
Implement and oversee initiatives that promote resident engagement and community building.
Ensure compliance with all relevant regulations, policies, and standards related to customer service
and social housing.
Develop and promote the service to residents, stakeholders and corporate teams, ensuring an
excellent service reputation and brand, through all communication channels.
Person Specification
Qualifications
Essential
- Educated to degree level or able to demonstrate significant experience of working within a similar role within a social housing landlord service.
- Level 4 in Management or equivalent experience.
- Expert knowledge of current issues affecting social housing landlords, relevant policies, legislation and regulatory guidelines.
- Proactive and self-motivated with a strong drive for improving the customer journey.
- Problem-solving mindset and the ability to think creatively to find innovative solutions.
- Collaborative team player with excellent interpersonal skills.
- High level of interpersonal and communication (verbal and written) skills, and the ability to be diplomatic, maintain confidentiality, and to mediate in disputes.
- Organised and detail-oriented with the ability to manage multiple tasks simultaneously.
- Commitment to the organisation's mission and values.
- Excellent presentation skills in a variety of styles to convey complex information in a format appropriate to the audience.
- Demonstrates a desire to achieve results and work to high standards.
- Good level of knowledge in Microsoft Office applications.
- Able to assimilate complex information and to write clear and concise reports.
- Excellent line management interpersonal skills.
Desirable
- Knowledge and previous experience of public sector (or Registered Social Landlord) with an expert knowledge of housing.
Person Specification
Qualifications
Essential
- Educated to degree level or able to demonstrate significant experience of working within a similar role within a social housing landlord service.
- Level 4 in Management or equivalent experience.
- Expert knowledge of current issues affecting social housing landlords, relevant policies, legislation and regulatory guidelines.
- Proactive and self-motivated with a strong drive for improving the customer journey.
- Problem-solving mindset and the ability to think creatively to find innovative solutions.
- Collaborative team player with excellent interpersonal skills.
- High level of interpersonal and communication (verbal and written) skills, and the ability to be diplomatic, maintain confidentiality, and to mediate in disputes.
- Organised and detail-oriented with the ability to manage multiple tasks simultaneously.
- Commitment to the organisation's mission and values.
- Excellent presentation skills in a variety of styles to convey complex information in a format appropriate to the audience.
- Demonstrates a desire to achieve results and work to high standards.
- Good level of knowledge in Microsoft Office applications.
- Able to assimilate complex information and to write clear and concise reports.
- Excellent line management interpersonal skills.
Desirable
- Knowledge and previous experience of public sector (or Registered Social Landlord) with an expert knowledge of housing.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
