Customer Experience Manager

Overview

This opportunity is for a Customer Experience Manager to support social housing and property services operations in the North West. The position is a full-time, permanent role based in Warrington, Cheshire, with occasional travel across the region. The employer is seeking someone who can improve the resident journey, raise service standards and guide a team that delivers day-to-day customer support.

The salary is approximately £40,000 to £45,000 per year, depending on experience, along with benefits. The role sits within a well-established property services environment and combines operational delivery with people management and service improvement.

Role summary

You will take responsibility for a regional customer experience function, making sure customers receive a timely, consistent and professional service throughout their journey. The role requires close coordination with operational leaders, housing-provider stakeholders and internal teams so that customer service activity supports contract obligations, regional priorities and wider business goals.

This position is suited to someone who is comfortable managing complaints, refining processes, coaching colleagues and using customer feedback to strengthen performance over time.

Key duties

• Guide, support and develop Customer Experience Coordinators.
• Run the daily activity of the regional customer experience team.
• Manage customer contacts, complaints, feedback and escalations so matters are handled quickly and professionally.
• Help plan resources across the team so workloads remain balanced and priorities are achieved.
• Partner with operational colleagues to ensure customer-related actions are completed efficiently.
• Develop strong working relationships with housing-provider stakeholders, customers, colleagues and wider regional teams.
• Contribute to customer service initiatives, customer strategy work and feedback processes.
• Review performance data, customer insight and feedback to identify ways to improve service delivery.
• Attend formal and informal customer and client meetings while ensuring procedures and policies are followed.
• Encourage a customer-first approach across the team and the wider region.
• Support community engagement and social value activity when needed.
• Make sure health and safety duties are handled properly, including lone-working requirements.
• Maintain confidentiality, GDPR compliance and professional behaviour at all times.

Candidate profile

The preferred background includes experience in social housing, repairs and maintenance, property services, facilities management, construction, public sector services or another operational setting where customer service is central.

Applicants should bring leadership experience, a strong track record in complaint handling, confident communication skills and the ability to work across teams and influence stakeholders. The role also calls for good organisation, analytical thinking, reporting ability and a proactive, solution-oriented mindset.

Requirements

• Background in customer service management or a comparable leadership position.
• Experience managing, coaching or supporting a customer service team.
• Solid experience handling complaints and escalations.
• Strong communication and stakeholder management skills.
• Ability to influence others, build relationships and collaborate effectively across teams.
• Well-developed organisational skills and the ability to manage multiple deadlines.
• Experience using customer systems, CRM tools or feedback platforms.
• Good problem-solving, reporting and analytical capability.
• Proactive, practical and customer-focused approach.
• Confident IT skills, including Microsoft Word, Excel, PowerPoint and Outlook.

Desirable background

• Experience in social housing, repairs and maintenance or property services.
• Understanding of customer service standards in a regulated or resident-focused setting.
• Experience working with housing associations, local authorities or client-side stakeholders.
• Evidence of continued professional development.

Additional information

Employment type: full-time, permanent. Region: UK - North West. Town/City: Warrington, Cheshire. Reference: JW1_1782821362. Posted date: 30/06/2026.

If you are motivated by improving outcomes for customers and enjoy engaging with people, this role may be a strong fit.

Application details

To apply, candidates can send a CV or call Jess on 01618869670.

Skills

Customer service leadership, complaint management, stakeholder engagement, team coaching, operational coordination, process improvement, CRM systems, reporting and analysis, GDPR compliance, Microsoft Office, relationship building, resource planning.