Housing Resident Experience Manager

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 £28m 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 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 a similar role, 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!

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 and an application pack please click "apply via our website"

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.