Job Description

About the role

Join Us as Our New Customer Experience Manager Be the Voice that Transforms Service.

Are you a passionate and experienced leader in customer experience who thrives on making a real difference? We're on the lookout for someone who doesn't just understand what outstanding service and complaints handling look likebut who lives and breathes it. Someone with a proven track record of driving transformational change and turning vision into action.


We're seeking an individual who brings both operational excellence and emotional intelligencesomeone who understands the power of culture and knows how to inspire, empower, and elevate resident voices across the organisation.


In this pivotal role as Customer Experience Manager, you'll lead our dedicated Contact Centre and Complaints Team at PCH. Reporting to the Head of Customer Experience, you'll shape the future of how we connect with our residentsensuring every interaction, whether it's a simple query or a complex issue, is handled with empathy, efficiency, and a genuine commitment to resolution.


If you're ready to lead with purpose, champion change, and make every resident feel heard, valued, and respectedwe'd love to hear from you.

Our ideal candidate for this role is someone who:

is customer-obsessed, with a natural flair for resolving complaints and enhancing service delivery. is transformational, capable of leading teams through change while maintaining morale and performance. is curious and driven, always seeking opportunities to improve and make a meaningful difference. is experienced and insightful, using data, feedback, and frontline insight to shape strategy and drive continuous improvement.

About Plymouth Community Homes

We are the city's largest social housing association, with over 16,000 properties providing homes for more than 35,000 people, and we're aiming to grow, to provide more people with high-quality, affordable homes to rent and buy.


With a great workforce and a focus on people, we deliver good quality, well-managed and well-maintained homes.

What we can offer you:

Flexible working opportunities including flexi-time and hybrid working Excellent pension scheme with a high level of employer contributions Free, fully equipped onsite gym and changing facilities. The opportunity to carry out volunteer work for 3 days a year through our Make a Difference scheme Annual leave of 25 days (rising to 30 days) plus Bank Holidays and holiday trading option Free Employee Assistance programme, including free counselling Free annual flu vaccination Cycle to Work scheme The opportunity to work in a beautiful and vibrant part of the Southwest We support digital working with modern devices/smart phones It's fun to work here- we have dress down Fridays, company quizzes, and lots of charity events throughout the year Our modern and spacious offices are right on a bus route, and just three miles from the city centre We get a daily visit from a local food van, and within walking distance to local Crownhill shops, Warrens, M&S Foodhall, Co-op, Starbucks and Tim Hortons

To Apply:

If you are interested in this fantastic opportunity please select apply and complete our form, making reference to the person specification to demonstrate how you consider that your knowledge, skills and experience meet the requirements of the job.


For an informal discussion about this role, please contact Matt Cleveland, Head of Customer Experience on 07889108284.


This post is not suitable for job share.


Shortlisting Date: 11th August 2025


Interview Date: 18th August 2025


If you are an apprentice, please ensure that you make the Learning & Development team aware that you intend to apply for this position.


We are a committed Equal Opportunities employer. We welcome applications from suitably talented people from any community and background.


Living and Working in Plymouth