Customer Excellence Manager

Job Description:

Join a forward-thinking Housing Association in a pivotal role that will directly shape and enhance the customer experience across the organisation. This Customer Excellence Manager position offers the opportunity to lead meaningful change, champion the customer voice, and drive continuous improvement across services that truly impact people’s lives.
This is an exciting opportunity for a Customer Excellence Manager to take ownership of customer journeys, ensuring every interaction is seamless, consistent, and centred around customer needs. Working closely with operational teams, you’ll play a key role in embedding a culture of excellence, ensuring customers feel safe, informed, and valued at every touchpoint.
We’d love to hear from individuals with experience as a Customer Experience Manager, Continuous Improvement Manager, Service Improvement Lead, or those looking to step into a Customer Excellence Manager role—particularly if you’re passionate about delivering high-quality, customer-focused services.
As a Customer Excellence Manager, you will be:

• Leading and developing a team of Customer Excellence Leads, ensuring high performance and continuous development
• Owning and improving customer journeys across the organisation
• Driving a culture of continuous improvement using tools such as Lean, PDCA, or Six Sigma
• Working collaboratively with operational teams to identify and implement service improvements
• Analysing customer data and insight to enhance service delivery
• Supporting and leading change initiatives from concept through to implementation
• Ensuring all processes and improvements are compliant with regulatory and legal standards
• Acting as a key stakeholder manager, influencing at all levels across the organisation

We’d love to speak to any Customer Excellence Manager who has:

• Experience leading teams within customer experience, service improvement, or operational functions
• A strong background in continuous improvement methodologies (Lean, Six Sigma, PDCA)
• Proven experience delivering projects end-to-end with measurable outcomes
• Excellent stakeholder management skills, with the ability to influence at senior levels
• Experience working within social housing or a similar customer-focused environment
• Strong analytical skills, with the ability to interpret and present data effectively

Key requirements for this Customer Excellence Manager role:

• CIH Level 3 qualification or a degree-level qualification (or equivalent experience)
• Ability to travel across offices and community-based locations
• Strong understanding of customer journey mapping and service design
• Experience embedding change and driving cultural transformation

The role is offering the following benefits:

• Competitive salary (dependent on experience)
• Flexible and hybrid working options
• Opportunity to lead impactful, organisation-wide improvements
• A collaborative and purpose-driven working environment
• Ongoing learning and development opportunities

Travel & Location This Customer Excellence Manager role operates across multiple sites, with flexibility to work from different office locations and community-based settings. Travel will be required to support teams and deliver improvements across the organisation.

If this Customer Excellence Manager role sounds like your next opportunity, please apply now or contact Ryan Stewart on (phone number removed) or email (url removed).