Customer Experience Manager
The Company
We are currently collaborating with a main contractor that specialises in the Responsive repairs, planned maintenance and retrofit projects for local authorities and housing associations.
With offices across the UK the company now employs over 700 skilled operatives and specialists delivering a national solution with a local focus.
Since their inception 20 years ago, the company has grown rapidly having completed works on over 5,000 tenanted properties and now turnover in excess of £80 million offering comprehensive works covering full kitchen and bathroom replacements, electrical rewires, boiler changes, new heating systems, disabled adaptations, external insulated rendering, general roofing, loft insulation, and external environmental works.
The Role
Our client is currently seeking to recruit a Customer Experience manager to join their team in Hertfordshire to lead and enhance the customer journey across all touchpoints within our social housing operations.
Working with internal teams, residents, and client representatives, you will be the driving force behind ensuring every interaction is positive, professional, and aligned with both our company values and client expectations.
This is a pivotal role that balances strategic oversight with hands-on leadership, ensuring we consistently deliver an exceptional level of service across responsive repairs, capital works, voids, and cyclical maintenance.
Roles and responsibilities include but are not limited to:
* Develop, nurture, and manage strong working relationships with both internal stakeholders and external clients/customers
* Take ownership of customer touchpoints and ensure seamless and consistent service delivery across all channels
* Respond to client and customer correspondence in a timely and professional manner
* Serve as the final escalation point for complex or unresolved customer and client queries
* Monitor customer satisfaction levels, identifying trends and areas for improvement
* Take proactive steps to prevent dissatisfaction and ensure issues are addressed before they escalate
* Build and maintain open lines of communication across departments to support customer satisfaction
* Promote a collaborative culture where clients, colleagues, and customers feel heard, supported, and valued
* Act as a role model for professional and values-led behaviour in all customer interactions
* Plan, allocate, and manage team workloads, ensuring effective resourcing and performance delivery
* Conduct regular 1:1s, PDPs, and performance reviews with team members
* Identify talent, support career progression, and create succession plans within your team
* Champion the company’s Core Values in all areas of work and ensure these are demonstrated across the team
* Foster a culture of safety, well-being, and inclusivity, where feedback is welcomed and innovation encouraged
* Create an environment where people feel supported, heard, and empowered to deliver their best
* Identify development opportunities for team members and deliver effective training and mentoring
* Promote the sharing of best practice and lessons learned across all contracts and accounts
* Ensure the team is equipped with the tools and knowledge needed to make confident decisions aligned with their roles
* Encourage active engagement between your team and the wider community, promoting a sense of social responsibility
* Represent the company at community and resident meetings as required, championing a positive reputation