Customer Engagement Manager

Join a new team within a large, established housing organisation in the West Midlands. We're looking for a Customer Engagement Manager to lead the delivery of housing service improvement initiatives across targeted neighbourhoods and intervention schemes. This is a pivotal role focused on improving service performance, estate management standards, neighbourhood quality, and long-term tenancy outcomes across the organisation.

Key Responsibilities of a Customer Engagement Manager:

• Lead the development and delivery of housing service improvement plans, ensuring neighbourhood and estate services are consistent, effective, and aligned with organisational priorities.
• Use resident feedback, performance data, and operational insight to identify service gaps and drive continuous improvement across neighbourhood and estate management services.
• Work collaboratively with property services, tenancy services, neighbourhood teams, and commercial functions to implement joined-up solutions that improve service delivery and customer outcomes.
• Support and coordinate initiatives addressing anti-social behaviour, environmental standards, estate management, and community safety, ensuring a proactive and preventative approach.
• Lead and manage service improvement and neighbourhood projects, ensuring delivery within agreed scope, budget, and timescales.
• Develop and implement targeted improvement strategies to reduce tenancy failures, improve neighbourhood performance, and strengthen housing management outcomes.

What We'd Love To See From You as a Customer Engagement Manager:

• Proven experience in housing service delivery, estate management, repairs, or environmental services, with a strong track record of driving service improvement and performance improvement.
• Demonstrable experience of leading change, implementing new ways of working, and managing improvement projects within a housing or related environment.
• Strong knowledge of housing management and neighbourhood services, with experience improving service quality, tenancy sustainment, and estate performance.

What's On Offer:

• Permanent contract
• Hybrid working
• Competitive salary
• Company benefits

If this Customer Engagement Manager role is for you please apply or contact (url removed)