214 Executive / Management jobs in Kidderminster, Worcestershire

The Customer Liaison Manager plays a pivotal role in driving customer satisfaction and ensuring residents are heard, supported, and informed throughout their journey with Sandwell Council Housing. You will lead a dedicated team responsible for delivering effective communication and engagement across major housing programmes. Your leadership will be central in making sure that customer feedback influences policy and that services align with the Council's vision for inclusivity, transparency, and accountability. You will work in an agile, cross-service environment, collaborating with contractors, internal departments, community groups, and resident panels to shape a responsive and respectful customer experience. Your focus on empathy, integrity, and performance will ensure that the voices of tenants and leaseholders are at the heart of our service delivery. Key elements of the role:

• Lead and manage a team of Customer Liaison Officers, embedding a high-performing, customer-focused culture across retrofit, capital investment, major works, aids and adaptations, and stock condition survey programmes.
• Champion a customer-first approach, ensuring compliance with consumer standards and improving service delivery through engagement and transparent communication.
• Serve as the primary liaison for residents, leaseholders, councillors, and MPs regarding service delivery concerns, complaints, and planned work.
• Design and oversee the customer journey, promoting clear, timely communication through events, open days, and structured engagement.
• Collaborate with key stakeholders, including internal teams, contractors, and community groups to deliver an excellent customer experience and ensure residents' voices influence service improvements.
  
  Proven experience managing customer-facing teams and improving service outcomes.
• Strong interpersonal and communication skills with the ability to lead on complaints, enquiries, and community liaison.
• Experience working within housing, local government, or property services.
• Ability to develop, implement, and monitor customer engagement strategies and service KPIs.
• Sound understanding of the Regulator of Social Housing's Consumer Standards, and the principles of equality, diversity, and inclusion.
• Confident in working with residents, leaseholders, elected members, and senior staff to co-design and improve services.
  
  Joining Sandwell Council means becoming part of a supportive and forward-thinking organisation. We offer:
• Generous annual leave entitlement, with additional entitlement granted to employees who complete 5 years continuous service with Sandwell or other local authorities.
• Access to our Employee Benefits portal which includes discounts on a number of retail locations, gym membership and more.
• Salary sacrifice schemes for cars and bikes.
• Access to the Local Government Pension Scheme.
Hours 37 hours per week