Customer Experience Manager (Property Services & Compliance)

Customer Experience Manager (Property Services & Compliance) Up to £53,000 plus £2000 Car Allowance Bedford, Hybrid Permanent, Full Time

Are you passionate about improving customer experiences and driving meaningful and lasting change?

Reporting to the Head of In-House Maintenance Service, you'll lead customer experience improvement within Property Services & Compliance. This is a hands-on role combining complex complaint investigations with the opportunity to shape how we deliver our services. You'll work with customers, colleagues and bpha's wider improvement teams to tackle recurring problems, turn learning into action and make sure we deliver on our promises.

What you'll be doing

• Leading customer experience improvement within Property Services & Compliance, working with service managers and relevant improvement teams to agree priorities, deliver changes and check they make a difference to customers.
• Leading complex Stage 2 complaint investigations relating to Property Services & Compliance, providing clear responses and fair, timely resolutions, making sure promises to customers are fulfilled and lessons are acted on.
• Coordinating responses to Housing Ombudsman investigations and determinations, bringing together evidence and working with responsible managers to complete required actions and apply the learning.
• Developing customer insight and performance reporting, using feedback, satisfaction results and service data to identify root causes and improve services, reducing recurring problems and avoidable repeat visits.
• Working with customer panels and service improvement groups, and meeting customers where needed, to understand their experiences and involve them in shaping improvements.
• Coordinating with other bpha departments and contractors to resolve customer issues involving Property Services & Compliance, ensuring clear ownership, joined-up communication and delivery of agreed actions.
• Supporting operational performance, value for money and regulatory compliance, promoting strong health, safety, environmental and quality standards, contributing to audits and escalating significant concerns.

What we're looking for

You'll be a good listener, a thorough investigator and someone who follows things through. You'll be confident challenging constructively and bringing people together to resolve problems and improve services.

• Experience working within housing, property maintenance, customer experience or a similar service-focused environment.
• Experience investigating complex complaints or customer concerns, identifying underlying causes and delivering fair, effective resolutions.
• Strong written and verbal communication skills, including the ability to write clear, thorough complaint responses and explain complex issues in plain English.
• The ability to interpret customer feedback and performance data, identify what needs to change and turn findings into practical improvements with measurable benefits.
• The ability to balance customer needs, business requirements and operational priorities.
• Strong influencing and relationship-building skills, explaining the case for change clearly and bringing teams together to agree and deliver improvements.

Desirable

• Knowledge of the NHF Schedule of Rates.
• Relevant technical qualifications, professional membership or equivalent experience, such as CSCS, SMSTS, HNC/HND or CIOB.

Please note:applications will be reviewed as received and bpha reserves the right to end the campaign prior to the advertised closing date if a suitable applicant is identified. Apply now to avoid disappointment.