Customer Experience Manager - Social Housing
On-site · Hemel Hempstead, England, United Kingdom
Job Summary
Role summary: Lead and manage customer experience initiatives for social housing clients, focusing on elevating customer and resident engagement, mapping customer journeys, driving continuous improvement through data analytics and root-cause analysis, and delivering process changes to improve end-to-end customer outcomes. Develop and deliver community engagement activities, produce customer-facing materials, monitor client satisfaction, and collaborate with stakeholders to maximize customer satisfaction while upholding Cardo’s core values. Ensure contract delivery meets client requirements, oversee communications, and provide leadership to teams through effective performance management and safeguarding health, safety, and wellbeing. Emphasis on building trusted relationships with residents, clients, and colleagues, and enabling a high-quality customer experience through collaboration, data-driven insights, and process improvements.
Required Qualifications
- Proven experience in managing customer service, resident engagement or customer experience in social housing, public sector, or regulated environments.
- Demonstrated experience in customer journey mapping and service design to improve end to end customer experience
- Experience in conducting root cause analysis to resolve service issues and drive continuous improvement
- Proven ability to design, implement and embed process changes
- A customer and community focused mindset with a passion for customer excellence
- Demonstrated leadership and people management skills.
- Excellent communication and stakeholder engagement abilities.
- Ability to analyse data, trends and customer insight to ensure informed decision making
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