Housing Customer Experience Manager

2 days ago

Salisbury, Wiltshire, United Kingdom Wiltshire Full time
Description

Salary: £39,862 - £41,771 

Hours per week: 37 hours

Interview date: w/c 19th January 2026


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 service's 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. 


Why us?

Wiltshire Council is a friendly, welcoming place to work, with a 'One Council' ethos. That's why we focus on getting the things that matter to our people right. Explore more benefits here

We understand that AI tools can support you in preparing job applications. However, we value authenticity and would encourage you to ensure your submission genuinely reflects your own experiences, skills, and motivations.

Please download and read the role description and person specification carefully before you apply as well as Our Identity.

The council is committed to creating an environment of positive working relationships where everyone feels engaged, supported and able to thrive. Our Identity is a framework which sets out how we are all expected to lead, work and act to deliver our services. We will not tolerate discrimination, bullying or harassment of any kind. Everyone is expected to promote a culture of inclusion, dignity, trust and respect which is underpinned by our vision and Our Identity framework.

For more details, contact Jamie Peters, Housing Income Manager, via email, or call x54732.

This role may be subject to certain successful security checks; please see the role description for more information.

We are firmly committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and to the principles of inclusion and diversity in both employment and the delivery of services. Read our statement of commitment to equality and inclusion.

Disability Confident Employer

Application process 

Please ensure to regularly check your spam/junk folder for any communication from us regarding your application status. We wouldn't want you to miss out on any important updates or interview invitations. Thank you


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