Customer Experience Manager (Complaints)
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Position Overview & Specifications
Permanent Contract ,37 hours per week
Closing Date: 25 May 2023
Interview/Assessment Day: 5 June 2023
Are you an experienced Customer Experience Manager who strives to put the customer at the heart of the organisation? Are you creative and able to think innovatively about how to we can use the customer voice to shape our services, as well as having a keen eye for detail to manage customer complaints? If so, look no further. We have a fantastic opportunity to join our Insight and Improvement team as our Customer Experience Manager!
So what are we looking for?
It goes without saying we’ll need you to have recent and relevant experience in a customer service or customer experience management role. You’ll be well versed in dealing with a high case load of complaints – being able to bring them to successful resolution and embed any learning from complaints into the business. We’ll also need you to be able to understand regulatory requirements and be able to translate them into an effective operational approach and report on our compliance. It is key that you’ve got excellent communication and relationship building skills, and that you can empathise with and understand our customers.
No social housing experience? No problem. We’re open to new ideas at whg so we welcome applications from other sectors.
If this opportunity excites you, please check out the job description for full details about the role.
What’s in it for you?
In return, you will receive a competitive salary, 27 days annual leave (plus Christmas shut down), a defined benefit pension scheme, health cash plan, a range of shopping and leisure discounts.
We are output focused and flexible and believe in giving colleagues the right balance of autonomy and support to enable them to work to their full potential. Despite the high expectation for performance and delivery, we are committed to ensuring colleagues have a healthy work-life balance and able to work in agile ways which support them.
Closing Date: 25 May 2023
Interview/Assessment Day: 5 June 2023
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: Grantmaking & Charitable Foundations
Based on transatlantic hiring benchmarks for Customer Experience Manager (Complaints) roles across whg's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to Grantmaking & Charitable Foundations.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £42,963 - £44,950 bracket, including retirement vesting and health parity.
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