Goodman Masson is delighted to be partnering with Barking & Dagenham Reside, an ambitious and forward-thinking housing provider, as they continue to strengthen their commitment to delivering outstanding homes and truly resident-centric services. We’re now seeking a proactive and influential Customer Experience & Insights Manager—a newly shaped role offering the chance to build frameworks, processes, and impact from the ground up.
Job Purpose
This pivotal role combines complaints management, continuous improvement, and resident communications. You will lead the Complaints Team, drive service improvements through robust feedback mechanisms, and close the feedback loop by shaping and delivering clear, engaging communications to residents. Working closely with our external communications partner, you will design and implement resident-facing campaigns and content, with a view to bringing communications in-house over time. You will also play a key role in the development and delivery of our Customer Experience Strategy, ensuring that insights and feedback inform all aspects of engagement and service design.
This is an exciting opportunity for a proactive and motivated individual to establish processes from the ground up, shaping the way we engage with our residents, and making a tangible impact on service delivery at B&D Reside.
Key Deliverables
Leadership & Operational Management
Lead and manage the Complaints Team, ensuring timely resolution and high standards of customer care.
Monitor complaint trends and root causes to inform service improvements.
Develop and maintain KPIs and reporting frameworks to track team performance and complaint outcomes.
Continuous Improvement & Feedback
Develop and implement feedback plans and mechanisms (surveys, focus groups, digital platforms).
Analyse feedback data to identify trends, pain points, and opportunities for improvement.
Work with internal teams to embed a culture of learning and customer-centricity.
Marketing & Communications
Collaborate with our external communications partner to design and deliver resident-focused campaigns.
Oversee the development of clear, consistent messaging across all channels.
Plan and manage the transition to an in-house communications capability.
Lead the redesign of the corporate website to improve usability, accessibility, and engagement.
Create and execute comprehensive communication strategies aligned with organisational goals and brand identity.
Ensure all communications reflect the company’s voice, values, and brand guidelines.
Support crisis communications planning and execution during major issues.
Analyse the effectiveness of communication campaigns using data and insights, and adjust strategies for continuous improvement.
Stakeholder Engagement
Act as a key liaison between residents and the organisation, ensuring transparency and trust.
Report on customer experience metrics and communications impact to senior leadership.
Build relationships with external partners and service providers to benchmark and share best practices.
Work closely with the Head of Customer Experience & Asset Insight to design and implement a comprehensive Customer Engagement and Experience Strategy aligned with organisational goals.
Essential Skills & Experience:
Proven experience in customer experience, complaints management, or service management roles.
Strong marketing and communications expertise, including campaign planning and content creation.
Exceptional copywriting and editing skills for clear, engaging messaging.
Excellent stakeholder engagement and relationship-building skills.
Ability to interpret data and feedback to drive decision-making.
Project management skills, with experience delivering digital and communications projects.
Desirable Skills:
Experience in housing, public sector, or regulated environments.
Familiarity with CRM systems and customer feedback tools.
Values and Behaviours:
Commitment to delivering excellent customer service and ensuring residents' concerns are addressed with empathy and professionalism.
Respect for equality, diversity and inclusion, upholding the principles of fairness and equality.
A proactive, solution-oriented approach to resolving issues and driving service improvements.
If you’re excited by the idea of shaping a customer experience and communications function from the ground up—and making a real difference to residents across Barking & Dagenham—we’d love to hear from you.
To apply or find out more, please contact the (url removed)