Customer Experience Manager

Northwards Housing
Manchester, Greater Manchester
Grade 8 - £33,799– £ 37,849 with excellent benefits,
25 May 2019
20 Jun 2019
Contract Type
Part Time

Customer Experience Manager

Grade 8 - £33,799– £ 37,849 with excellent benefits, including generous company pension

Full Time – 35 hours

Permanent Contract

Based in North Manchester


Northwards Housing manages around 13,000 council homes in North Manchester.

Our Vision is that “We will make a difference in north Manchester by helping to make it a place where people choose to live, learn and work. Affordable energy-efficient homes and strong community pride will make our neighbourhoods thrive”.


These are our Values that sit at the heart of every action we take and every decision we make.

  • Putting people first
  • Supporting communities to be successful
  • Spending money wisely

We have an exciting opportunity to join our Business Services team as a Customer Experience Manager. This is a brand new role so we are looking for someone with the enthusiasm, drive and passion to ensure we deliver a first class customer journey. You will be responsible for carrying out a range of activities to engage with customers about their experience of Northwards and identify and recommend how we can continuously improve the services we offer.

The successful candidate will be able to:

  • Use a variety of methods to engage with customers, including complainants, about their experience of doing business with Northwards. 
  • Help us to learn from complaints and use customer feedback to improve services.
  • Work closely with the Head of Customer Experience to develop our Customer Insight Strategy and tailor services where appropriate to improve customer journey
  • Have responsibility for and ownership of Northwards’ complaints recording system, policy and procedure.
  • Develop relationships with key stakeholders, including partners and key community groups as well as engage constructively with all internal service managers.
  • Manage the CSE (Customer Service Excellence) accreditation process liaising across the business to ensure action plans and improvements are executed.

We are looking for an individual that can demonstrate a passion for driving standards and identify where improvements can be made therefore, you will have an understanding of current issues, best practice relating to customer service and be familiar with customer complaints/feedback and how this can be used to improve performance.

It goes without saying that you will be a proactive, self-motivated and an analytical thinker with excellent communication skills and able to engage with people at all levels building great relationships.

 Closing date for applications – Thursday 20th June 2019 at 12 midday

Initial interviews to be held on: Thursday 27th June 2019