Housing Customer Experience Manager

Salary: £39,862 - £41,771

Hours per week: 37 hours

Interview date: Week commencing Monday 13 June 2026

Role Summary

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, and this role is central to shaping how residents experience our services.

Responsibilities

Oversee all resident interactions, strengthen engagement and lead our Resident Engagement Team, using feedback and 'mystery shopper' exercises to drive continuous improvement. Support improved resident communications, effective handling of feedback and consistent compliance with Consumer Standards, making a direct and positive impact on tenant wellbeing and the reputation of the service.

Qualifications

Proactive, empathetic and solution focused individual with significant experience of working in a similar role within a social housing landlord service. Expert knowledge of the issues currently affecting social housing providers, alongside a strong understanding of relevant policies, legislation and the regulatory expectations set by the Regulator of Social Housing.

Benefits and Commitment

In return, you will have the opportunity to influence service delivery, contribute to policy development and help shape how we respond to the needs of our tenants. This is a role where your insight and leadership will make a lasting difference to residents' lives.

Wiltshire Council is a friendly, welcoming place to work, with a 'One Council' ethos. We offer a hybrid working model, commitment to diversity, and support for employee wellbeing. We do not tolerate discrimination, bullying or harassment, and we promote a culture of inclusion, dignity, trust and respect.

We are 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.