Job Description

Job reference
REQ1038
Date posted
28/10/2025
Application closing date
16/11/2025
Location
Salary
91,307
Package
Contractual hours
36
Basis
Full time

Job description

Director of Customer Experience

We are a values driven social housing provider in Salford and as an anchor organisation within the community, we pride ourselves on providing our customers with an excellent customer experience. This commitment has been recently recognised by the Regulator for Social Housing in our assessment as a C1 organisation, and by our continued successful accreditation to the Institute of Customer Services. To continue to build on this success we have established this new position of Director of Customer Experience to join our leadership team.

The Role

This role will oversee all customer interactions and ensure that the customer voice is heard and informs our service provision. You will be adept at reviewing customer feedback and using this insight to influence service design, driving positive change to continuously improve customer experiences and satisfaction.



In particular, you will be responsible for continuing to ensure a high performing multi-channel customer service team, complaints management team and customer engagement team.

Key Responsibilities

Lead for the strategic direction of Customer Services, Complaints and Engagement. Ensuring compliance with all regulatory and legislative requirements Effectively managing and mitigating risks Developing a positive performance culture Exercising effective financial controls Effective engagement with colleagues, customers, communities, partners and stakeholders.

About You

We are looking for an inclusive leader who can make a positive impact, reflect our values who has:


Proven experience in leading at a senior level a customer service function. Strong knowledge of the employment and equalities legislation Excellent organisational skills with a track record of prioritising activity to achieve deadlines. Exceptional communication and stakeholder management skills, with the ability to engage confidently and empathetically with colleagues, customers, contractors, and internal teams. Attention to detail, with excellent analytical, literacy and numeracy skills.

Benefits include:

Up to 35 days annual leave (plus bank holidays), increasing with length of service Enhanced family leave, including maternity, paternity, adoption and shared parental leave. Special leave options, like time off for emergencies, dependents or compassionate reasons. Generous company pension scheme - Aviva. Salix Homes will contribute 1.5 times employees' contribution amount up to 9%. Life Assurance - Employees can nominate someone to receive 3 times their annual salary if they die while employed by Salix Homes. Employee Development - Salix Homes want to develop their people and have career and personal development opportunities available to employees: coaching sponsored study accredited professional development apprenticeship opportunities Health Cash Plan - Healthshield to provide a health cash plan for all Salix Homes employees. The scheme helps with the cost of health care such as dental check-ups / fillings / physiotherapy / eye tests / prescription glasses. Healthshield Perks - Get access to over 4,000 exclusive member offers available to employees and their families. Discount Gym Membership - Salix Homes have a special deal with Salford City Council that lets employees use their gyms at a discount. Salix Homes Healthshield Perks also gives discounts on joining other gyms.

R

eady to join us?

For a confidential discussion, please contact: liam.turner@salixhomes.co.uk

Application Closing Date

The closing date for applications is: 16th November 2025.





Salix Homes is an Equal Opportunities Employer. We welcome applications from all sections of the community.





To apply please click the

Apply Now

link below.