Head of Customer Experience

City, Manchester
Building Careers UK

A progressive social housing provider in Greater Manchester is seeking an Interim Head of Customer Experience to provide senior leadership during a key period of service focus and organisational development.

This is a high-impact assignment for an experienced housing professional who can quickly assess, stabilise and enhance customer services while supporting long-term strategic direction.

The Role

Reporting to the executive team, you will:

• Provide strategic and operational leadership across customer-facing housing services
• Lead service improvement activity aligned to regulatory expectations and tenant satisfaction measures
• Strengthen resident engagement, customer insight and CRM-led service delivery
• Oversee complaints performance, service standards and customer outcomes
• Lead responses relating to the Housing Ombudsman and ensure learning is embedded
• Provide stability, direction and leadership to established teams
• Support the organisation in embedding a genuinely customer-first culture

About You

To be considered, you will bring:

• Extensive experience within the social housing sector with appropriate professional qualifications (CIH Level 4+ preferred)
• Proven experience leading teams and shaping customer-focused housing services, including CRM environments
• Demonstrable experience managing complaints performance and Ombudsman responses
• Strong understanding of the regulatory environment and tenant satisfaction measures
• Experience across estate management, allocations and debt management (highly desirable)
• A track record of delivering measurable service improvement at senior level
• The credibility to influence at executive and board level

The Opportunity

This is a visible leadership role within a values-driven housing organisation committed to delivering meaningful outcomes for residents and communities.

The assignment offers the chance to make an immediate impact while shaping service direction during a period of focus and progression.

Please get in touch today with our Property and Housing Specialist Jonathan Kirby on (phone number removed) for more details on opportunities available, or apply below with your CV.

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