Customer Experience Specialist
Location: Hybrid and Didsbury, Manchester
Salary Band: £34,081 - £37,467
Starting Salary £34,081
Full time / 35 hours per week - Permanent
Agile working with 3 Days per week in the Office in Didsbury, Manchester
(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.
The Role
You will be joining the team at an exciting time as we continue to develop our customer feedback service. In this key role you will act as a brand ambassador for our organisation working closely with residents, colleagues and stakeholders to deliver an effective and inclusive complaint handling service for all our customers. You will triage feedback and work collaboratively with operational teams to provide a timely resolution whilst identifying themes and opportunities to improve service delivery. You will manage a personal caseload of complaints ensuring compliance in line with Complaint Handling Code requirements.
Candidates
An exciting opportunity has arisen in the Customer Experience Team for a Customer Experience Specialist and for the right person we offer a 35-hour week, competitive salary, excellent contributory pension scheme, and 25 days holiday increasing to 30 days. You will have experience in case management of complaints in a regulated environment. You will need a background in writing high quality complaint responses. A natural problem solver you will be outcome and solution focused with strong influencing skills and always demonstrating a high level of professionalism. You will be a confident communicator who can converse with a diverse range of customers across all communication channels including social media, telephone, digital and in writing. You will be highly organised and resilient and great at prioritising in a busy environment.
Closing Date: Thursday 7 August 2025
Interview Date: Thursday 14 August 2025
For an informal discussion please contact Johnny Turner, Customer Experience Manager at .
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.
