Customer Experience Manager

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Location: Warrington, Cheshire   Salary: 29,700 - 36,300

Delivering on our Ambition

Customer Experience Manager

Salary:  £29,700 – £36,300

Plus fantastic benefits; 

Up to 5% of Salary – Performance Related Pay

Enjoy Benefits Package

Aviva Workplace Pension Scheme we match your contributions up to 10%

Agile approach to the role and service delivery

For over 40 years Warrington Housing Association has been providing a broad range of affordable homes and services across the Borough.  We are as passionate now as we have ever been about making Warrington a fantastic and thriving place to live.

Our work is more than homes, it is about the people, it’s about community, and it’s about taking an asset-based approach to supporting tangible, long-lasting change.   

Our colleagues pride themselves on forging strong, productive relationships with our customers, partners and the wider community, our commitment to this is stronger than ever.

The Customer Experience Manager role will be pivotal in enhancing this offer as we continue to move forward, giving the successful candidate the opportunity to shape our customer offer as we head into one of the most exciting periods for Warrington Housing Association in its 40yrs history!

You will support a small team to oversee our customer involvement and engagement and lead our approach to complaints handling and management within our customer advisors department.

In particular you will lead on the delivery and ongoing development of our customer focused strategies, ensuring that we hear the voice of the many not just the few.

You will utilise a range of techniques to increase engagement, and facilitate customers having a strong voice in their local communities.

You will also ensure delivery of our clear, simple and accessible complaints process, and ensure visibility, learning and outcomes from the feedback received.

You will be passionate about ensuring that customers’ needs and expectations are listened to and amplified, and inform our internal development. You will be an authentic communicator who works in a highly collaborative manner with colleagues from across the business as well as external partners.

You will have a strong track record in supporting and leading busy teams to offer great customer service and confident, able and focused on leading WHAs colleagues to achieve WHA’s challenging performance targets. 

Customer Experience Manager Requirements:

The successful candidate will be educated to degree level and/or relevant experience and hold relevant professional qualifications/memberships (e.g. CIH qualification).

You should be qualified to a minimum level 3 (or equivalent) in English and Maths and hold an IT Qualification or evidence of well-developed IT skills.

Ideally you will have experience of delivering successful roles within the housing sector and will have experience of leading change and driving forward service development shaped by a strong customer voice.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet and demonstrate the minimum criteria for the vacancy.

No Agencies please

Warrington Housing Association,


89 Sankey Street





Closing date: 11th April 2021

Interviews: 27th, 28th and 29th April 2021

Customer Experience Manager Role Profile

Customer Involvement Policy

WHA 0030 – Recruitment and Selection Policy V3

WHA 0648 – People Strategy V3

WHA 0640 – How We Work at Warrington Housing Association V1

Leaflet – Customer Services Charter

WHA 0667 – Our Neighbourhood Strategy V1

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“Thank you so much for your help in getting me set up in my new home” 

Anonymous – WHA Resident

“We’re really grateful for the excellent service we received from Warrington Housing Association’s Money Adviser and the extra money has made a big difference, helping us hire a gardener and be able to go to LifeTime more often where we enjoy singing in the choir”

Mr & Mrs Holland – WHiA Customers

“I’m so grateful to Warrington Housing Association for reaching out to me to make sure I’m claiming my full benefit entitlements”

Ms Heseltine – WHA Resident

“We couldn’t have navigated the benefits system without the fantastic help we received from Warrington Housing Association’s Money Adviser”

Andrew & Eileen – WHA Residents

“I felt like a big weight had been lifted off my shoulders and that I had somebody on my side”

Barbara, WHA resident

Warrington Housing Association 

Contact Us

Tel: 01925 246810
Fax: 01925 246814

Warrington Housing Association, the Gateway, 89 Sankey Street, Warrington, WA1 1SR