Customer Experience Manager

Customer Experience Manager

Customer Experience London, SE1 (Hybrid) Full-time

About Flint Housing

Flint Housing is a for-profit registered provider of social housing headquartered in London. Founded in 2020 by Stephen Stone, former CEO of Crest Nicholson, and William Rucker, former Chair of Lazard UK, we support the delivery of new build, high-quality affordable housing across England.

With an investment capacity of over £1 billion through the partnership with investment funds managed by Morgan Stanley Real Estate Investing ("MSREI") and as an Investment Partner to the Greater London Authority, Flint Housing has been developing a pipeline of forward funded and forward purchase schemes across England within and outside of the s106 framework by working in partnership with large and SME housebuilders.

We are a small, focused and driven team, bringing together deep expertise from the housebuilding, social housing, and financial sectors, operating in an entrepreneurial organisation. We are aiming to deliver over 3,000 new-build, high quality, affordable homes over the medium term and to create a genuine and lasting positive social impact for our residents and communities through the provision of safe and secure housing. Ensuring we comply with all health & safety and compliance requirements is paramount to our strategy.

This is an exciting moment to join Flint Housing and help shape what that future looks like.

About The Customer Experience Manager Role

We are looking for a proactive, organised and resident-focused Customer Experience Manager to support Flint Housing's continued growth and help shape, embed and monitor the delivery of housing services across our homes, estates and communities.

This is a new and important role, working closely with internal colleagues and external providers to ensure services are well planned, clearly monitored and consistently delivered. You will help put practical processes, systems and reporting arrangements in place so that Flint has strong visibility of performance, resident feedback and service quality across housing management, block and estate management, resident engagement and the mobilisation of new schemes.

Reporting to the Director of Customer Experience, you will act as a key point of coordination between Flint Housing, providers, block and estate management partners and residents. You will turn resident insight, operational data and service issues into clear actions that improve resident outcomes and provide assurance that services are being delivered to the standard Flint expects.

As part of a small organisation with significant growth ambitions, the role offers real scope to shape services, influence how we work and develop as the team and portfolio expands.

Key responsibilities

• Oversee day-to-day housing management services across Flint homes, estates and communities, using systems, workflows and data to monitor performance and track actions
• Monitor service quality across block and estate management, tenancy management, repairs, ASB, safeguarding, complaints, resident feedback and housing management KPIs
• Manage day-to-day relationships with housing management providers, block managers and other partners, ensuring roles, contracts and service standards are clear
• Coordinate and chair regular operational meetings with partners to review performance, resolve service issues and monitor actions
• Support new lease-up activity, scheme mobilisation and estate service arrangements, ensuring responsibilities and resident-facing services are in place from practical completion
• Provide an on-site presence when needed to help resolve urgent or complex housing issues, including defects, communal repairs and housing management-related fire safety actions
• Lead resident feedback, engagement and communications arrangements, ensuring residents can raise issues, influence services and receive clear, timely information
• Use resident feedback, operational data and performance information to identify trends, improve processes and provide assurance to the Executive Leadership Team on service quality, risks and priorities

Key skills

• A good understanding of resident-facing services, including block and estate management, tenancy management, safeguarding, complaints and service delivery
• Strong organisational skills, with the ability to establish processes, manage action plans, coordinate meetings and track progress
• Strong communication and relationship management skills, with the confidence to work with residents, colleagues, senior leaders and external partners
• Confidence using IT systems, spreadsheets and reporting tools to monitor performance, track actions and improve service oversight
• A proactive, practical and resident-focused approach, with the ability to work flexibly in a small, growing organisation

Qualifications (beneficial)

• Relevant housing, customer service, resident engagement or professional qualifications, such as CIH membership, would be beneficial but are not essential
• Experience reviewing service standards, management agreements or partner arrangements
• Knowledge of the Regulator of Social Housing Consumer Standards, Tenant Satisfaction Measures, Housing Ombudsman complaints handling requirements and resident engagement good practice

Why join Flint Housing?

• Be part of a purpose-driven, entrepreneurial organisation that seeks to make a tangible difference to communities
• Collaborate with, and learn from, a small but passionate and experienced team
• Ability to shape a growing organisation and create opportunities for professional development and career progression
• Competitive salary and benefits package

Our values

Building for the long term

We think long term and aim to create lasting value for residents, communities and partners by working with intent and purpose. We make decisions that support responsible growth and a strong future for Flint.

Collaborative

We work hand-in-hand with residents, local authority partners, housing management providers and developers. Collaboration is woven through everything we do, from acquisition and design to construction, letting and ongoing tenancy management, helping to ensure the best outcomes at every stage.

Responsive

We respond with purpose and pace. Through open dialogue and accessible services, we adapt quickly to needs and challenges, ensuring residents and partners receive timely, well thought out outcomes.

Application process

We are dedicated to fostering a culture where inclusivity is embedded in our ways of working and believe that the best ideas and solutions arise from a rich mix of perspectives, backgrounds, and experiences. We are an equal opportunity employer and welcome applications from all backgrounds. We are also here to support you with any reasonable adjustments that you need throughout the recruitment process.

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