Customer Experience Manager
Dacorum
£42,000 + £5,000 Car Allowance
We are seeking an experienced and strategic Customer Experience Manager to lead and shape the customer journey across a growing property services operation in Dacorum.
This is a pivotal role focused on delivering an outstanding resident experience across planned works, repairs, complaints handling, and customer communications. The successful candidate will play a key role in defining processes, improving engagement, and ensuring customer interactions are managed professionally and consistently throughout the lifecycle of works.
Working closely with operational teams, you will take ownership of customer touchpoints and drive continuous improvement in service delivery and resident satisfaction.
Key Responsibilities
- Oversee the end-to-end customer journey across planned maintenance, repairs, and complaints.
- Map, develop, and implement customer experience processes and service standards.
- Define and improve customer contact procedures relating to complaints and planned works.
- Lead on resident communications, ensuring messaging is clear, consistent, and customer-focused.
- Manage and support Resident Liaison Officers (RLOs), including guidance on handbooks, communications, and external engagement.
- Work collaboratively with operational and repairs teams to ensure customer expectations are effectively managed.
- Identify service improvement opportunities and implement strategic initiatives to enhance customer satisfaction.
- Monitor customer feedback and complaints trends to drive operational improvements.
About You
- Previous experience within customer experience, resident liaison, or customer service management within social housing, property services, repairs, or planned maintenance.
- Strong understanding of repairs and maintenance environments.
- Proven ability to design and improve customer journey processes.
- Strategic thinker with excellent stakeholder management and communication skills.
- Experience managing customer complaints and resident engagement.
- Confident leading teams and developing customer-focused service cultures.
- Full UK driving licence preferred.
What’s on Offer
- £42,000 basic salary
- £5,000 car allowance
- Opportunity to shape and grow a developing customer experience function
- Long-term career progression within a growing business
