Resident Experience Manager
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The vacancy
Main purpose of this role
The Resident Experience Manager at Concept Housing will play a pivotal role in shaping the quality of the services we deliver for residents. Positioned within Resident Services, the postholder will lead a dynamic, multi-channel Customer Service Team, and ensure that every interaction reflects our commitment to provide an excellent end-to-end experience.
The Resident Experience Manager will gather and analyse resident feedback, and use the insight gained to drive meaningful improvements across our customer service provision to deliver positive outcomes.
The role holder will be accountable for resolving complaints; guiding colleagues to conduct thorough investigations to find solutions, and in doing so foster a culture of continuous learning and improvement.
The Resident Experience Manager will also work closely with the Head of Resident Experience, with the aim of championing efficiency, effectiveness, while ensuring a resident-first approach.
This role is based in Birmingham with occasional travel to Bradford.
Key Responsibilities
In this role, you will lead and develop a high-performing team, ensuring they deliver a responsive, multi-channel service to meet the diverse needs of our residents. You will use recognised customer service techniques together with digital tools to enhance accessibility to ensure a “right first time” approach to all enquiries.
Your responsibilities will include using resident feedback to deliver evidenced outcomes; You will be required to produce clear and concise reports that identify where service improvements can be made and how they can be achieved.
You will oversee the complaints, compensation, and compliments process, ensuring our high-quality responses that deliver tangible change. As a part of this process, you’ll be the champion for complaints and see them as opportunities to listen, learn, and build trust with residents.
Additional responsibilities include coordinating and participating in the Out of Hours manager rota, which may involve occasional evening and weekend work. A valid driving licence and access to a vehicle are essential requirements for this role.
What we can offer in return
- Company pension scheme
- Life assurance (four times salary)
- Private medical insurance
- Salary exchange for an electric car (dependent on eligibility)
- Other leave – bereavement leave, life events, emergency days, birthday (if it - falls on a weekday)
- Christmas office closedown days
- Employee reward portal
- Employee referral scheme
- Enhanced maternity / paternity pay
- Mileage allowance
- Employee assistance programme
Inclusive Culture:
We are an equal opportunities employer, and all applications are considered based on role requirements, regardless of gender, nationality, ethnicity, marital status, age, disability, sexual orientation, or religious belief.
Our benefits
Pension
Health plan
Life assurance
Electric vehicle scheme
Cycle to work scheme
Workplace discounts
Life event leave
Emergency leave
Paternity leave
Maternity and adoption leave
Bereavement leave
Birthday leave
Our approach
A new way forward
We’ve overhauled the old, inefficient, and frustratingly slow ways of doing things to ease the experience of property provision and support for everyone involved.
If there’s a better way, we’ll find it. We have already developed and successfully implemented ground-breaking models that are challenging tired conventions and setting a new, higher benchmark for social housing and emergency accommodation.
A customised approach
Every situation comes with its own unique set of circumstances, so there is no single approach to social housing. The concept is built around a flexible and personalised approach so we can adapt our support as and when required.
We communicate openly and make it easy to get in touch with us, which in turn forges strong partnerships with our providers and local authorities.
Our principles
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