Senior Customer Experience Specialist

Senior Customer Experience Specialist
Location: Hybrid and Didsbury, Manchester
Salary: 42,084.00 to 44,299
Starting Salary 42,084.00
FTC 6 months / Full time / 35 hours per week
Agile working (Flexitime) with 3 Days per week in the Office
(Fully office-based throughout the training period)

About Us
Southway Housing Trust is a committed and forward-thinking community focused housing association dedicated to providing excellent homes and outstanding customer care. With a vision of Thriving Communities, Southway manages over 6,500 homes across Greater Manchester.

Southway strives to reduce child poverty, loneliness and isolation and increase employment, social connectedness, and pride in neighbourhoods. Our REACH values of Respect, Equity, Ambition, Compassion and Honesty reflect Southway's culture, how we deliver our services, and our relationships with customers, colleagues, and partners. Southway values diversity in all aspects of its communities and operations.

About the Role
At Southway, our dedication to customers and communities is at the heart of everything we do. We are looking for a Senior Customer Experience Specialist to join our team on a six-month fixed-term contract.

In this role, you will lead on repairs-related Stage 2 complaints, as well as other complex, high-profile, or multi-service cases. You'll use sound judgment, clear communication, and strong evidence handling to ensure fair and timely resolutions. Acting as a trusted adviser, you'll help embed a consistent, customer-focused approach across the team.

Clear and effective communication with tenants and residents at every stage of their complaints journey is central to this position. You'll deliver high-quality written responses and keep in touch with tenants using their preferred communication methods and making reasonable adjustments when required.

You'll champion the Housing Ombudsman's Complaint Handling Code, coaching colleagues to enhance the quality, tone, and consistency of complaint responses. Your work will help improve the overall customer experience by developing systems to deliver complaint commitments on time and to the highest standards, and by supporting colleagues in identifying lessons learned and opportunities for service improvement.

What you'll be doing
- Leading repairs-related Stage 2 investigations and other complex or sensitive cases.
- Managing the end-to-end journey complaints journey, including ensuring all commitments are delivered in a timely way.
- Coaching and advising Property Services colleagues on how to manage Stage 1 complaints.
- Supporting earlier resolution and consistent practice across services.
- Ensuring written responses align with the Housing Ombudsman's Complaint Handling Code.
- Sharing Ombudsman decisions and embedding learning.
- Supporting responses to MP and Councillor enquiries.
- Monitoring satisfaction data and producing insights.
- Maintaining accurate, compliant records.

About you
- Excellent communicator with outstanding written skills.
- Experienced in complex, repairs-related complaint handling.
- Calm, empathetic and resilient.
- Skilled at coaching and influencing others.
- Analytical with the ability to interpret data.
- Organised, proactive and able to manage competing priorities.
- Digitally confident with Microsoft Office and CRM systems.

Why Southway?
Join a values-driven organisation committed to fairness, community impact and continuous improvement. In this six-month fixed-term role, you'll help improve services and the customer journey for residents.

Closing Date: 31 March 2026
Interview Date: TBC

Applications are being reviewed as they are received, and interviews will be arranged for successful candidates in date order.

The Trust reserves the right to remove the job advert once vacant positions have been recruited, please do not wait until the closing date to apply.

Strictly no agencies.

We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community.

All applicants who have a disability or are ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability or are ex armed forces, please tell us about this on your application form and please let us know about any special arrangements you would like us to make if you are invited in for an interview.