We are currently working in partnership with a Housing Association based in Birmingham, who are recruiting for a Customer Voice Manager on a permanent contract. The position is full time, working 37.5 hours per week, Monday to Friday, 9:00am-5:00pm.

The salary on offer is £45,000-£50,000 per annum, depending on experience.

The purpose of the role is to engage customers with services to help drive service improvement and organisational change, ensuring the customer voice is embedded across the organisation.

Duties will include (but are not limited to):

• Managing and leading a team of five Community Engagement Officers

• Providing day-to-day management, including additional support, guidance, and development for team members

• Carrying out one-to-ones and appraisals

• Managing and reviewing Tenant Satisfaction Measures (TSM) results across areas such as repairs, safety, and engagement to identify service improvement opportunities

• Handling and analysing all data relating to customer satisfaction and complaints

• Using customer feedback and insight to drive strategic service improvement and organisational change

• Liaising with senior management, stakeholders, and service leaders to support the consistent implementation of change

• Working creatively to gather meaningful customer insight and ensure the right questions are being asked

• Designing, coordinating, and delivering surveys, engagement panels, and customer meetings

Experience required:

• Proven experience working within Social Housing

• Experience in customer engagement, customer insight, or customer voice-focused roles

• Experience managing or supervising staff

Skills, knowledge and expertise required:

• Strong leadership and people management skills

• Experience analysing customer data and satisfaction metrics

• Knowledge and understanding of Tenant Satisfaction Measures (TSMs)

• Stakeholder management and influencing skills

• Ability to translate customer feedback into actionable service improvements

Working hours:

• 37.5 hours per week

• Monday - Friday, 9:00am-5:00pm

Please note that recent relevant experience is required to apply for this role.

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

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