Customer Experience Manager at Warrington Housing Association

Customer Experience Manager at Warrington Housing Association

Delivering on our Ambition


Customer Experience Manager


Salary: £29,700 - £36,300


Plus fantastic benefits;


Up to 5% of Salary - Performance Related Pay


Enjoy Benefits Package


Aviva Workplace Pension Scheme we match your contributions up to 10%


Agile approach to the role and service delivery


For over 40 years Warrington Housing Association has been providing a broad range of affordable homes and services across the Borough. We are as passionate now as we have ever been about making Warrington a fantastic and thriving place to live.


Our work is more than homes, it is about the people, it’s about community, and it’s about taking an asset-based approach to supporting tangible, long-lasting change.


Our colleagues pride themselves on forging strong, productive relationships with our customers, partners and the wider community, our commitment to this is stronger than ever.


The Customer Experience Manager role will be pivotal in enhancing this offer as we continue to move forward, giving the successful candidate the opportunity to shape our customer offer as we head into one of the most exciting periods for Warrington Housing Association in its 40yrs history!


You will support a small team to oversee our customer involvement and engagement and lead our approach to complaints handling and management within our customer advisors department.


In particular you will lead on the delivery and ongoing development of our customer focused strategies, ensuring that we hear the voice of the many not just the few.


You will utilise a range of techniques to increase engagement, and facilitate customers having a strong voice in their local communities.


You will also ensure delivery of our clear, simple and accessible complaints process, and ensure visibility, learning and outcomes from the feedback received.


You will be passionate about ensuring that customers’ needs and expectations are listened to and amplified, and inform our internal development. You will be an authentic communicator who works in a highly collaborative manner with colleagues from across the business as well as external partners.


You will have a strong track record in supporting and leading busy teams to offer great customer service and confident, able and focused on leading WHAs colleagues to achieve WHA’s challenging performance targets.


Customer Experience Manager Requirements:


The successful candidate will be educated to degree level and/or relevant experience and hold relevant professional qualifications/memberships (e.g. CIH qualification).


You should be qualified to a minimum level 3 (or equivalent) in English and Maths and hold an IT Qualification or evidence of well-developed IT skills.


Ideally you will have experience of delivering successful roles within the housing sector and will have experience of leading change and driving forward service development shaped by a strong customer voice.


As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet and demonstrate the minimum criteria for the vacancy.


No Agencies please


Warrington Housing Association,



89 Sankey Street



WA1 1SR Email:


Interviews: 27th, 28th and 29th April 2021

Closing Date: 
Sunday, 11 April, 2021
Warrington skyline

The Gateway, 89 Sankey Street, Warrington, WA1 1SR Tel: 01925 246880
Registered in England & Wales as a Registered Charity 1129343
and as Company Limited by Guarantee No:6805818

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