Customer Engagement Manager

Birmingham 47K - 50K per year Permanent

Job Reference: J31434

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: