Customer Experience Manager

Customer Experience and Insights Manager BandD Reside • £62,000 £72,000 • Hybrid (Barking / Home) Recruitment by Goodman MassonGoodman Masson is delighted to be partnering with Barking and Dagenham Reside, an ambitious and forward-thinking housing provider, as they continue to strengthen their commitment to delivering outstanding homes and truly resident-centric services. We re now seeking a proactive and influential Customer Experience and Insights Manager a newly shaped role offering the chance to build frameworks, processes, and impact from the ground up.Job PurposeThis pivotal role combines complaints management, continuous improvement, and resident communications. You will lead the Complaints Team, drive service improvements through robust feedback mechanisms, and close the feedback loop by shaping and delivering clear, engaging communications to residents. Working closely with our external communications partner, you will design and implement resident-facing campaigns and content, with a view to bringing communications in-house over time. You will also play a key role in the development and delivery of our Customer Experience Strategy, ensuring that insights and feedback inform all aspects of engagement and service design.This is an exciting opportunity for a proactive and motivated individual to establish processes from the ground up, shaping the way we engage with our residents, and making a tangible impact on service delivery at BandD Reside.Key ..... full job details .....