Summary: The Customer Excellence Manager will report to the Head of Estates and is responsible for leading high-quality complaint management services across Housing Services and Asset Management. This role includes overseeing the Corporate Complaints Management function and contributing to strategic service improvement initiatives. The position is initially fixed-term for up to 12 months, with the potential for permanence based on business needs. The role requires relevant qualifications and experience in the field.
Key Responsibilities:
- Lead the delivery of high-quality complaint management services across Housing Services and Asset Management.
- Oversee Final Stage and Ombudsman complaints.
- Manage the Corporate Complaints Management function.
- Contribute to strategic service improvement initiatives.
Key Skills:
- Degree level qualification (level 6) or equivalent, or level 5 qualification in Housing.
- Minimum of 2 years relevant experience for degree holders, 3 years for level 5 qualification holders, or 5 years of equivalent experience.
- Strong understanding of complaint management processes.
- Ability to contribute to strategic service improvements.
Salary (Rate): £51,356 yearly
City: Belfast
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Job ref: 2026-3
Job type: Contract
Location: 2 Adelaide Street, Belfast, BT2 8PB
Salary: £45,091 - £51,356
Closing date: Thursday 29 Jan 2026 16:30
THIS ROLE IS FOR A FIXED TERM OF UP TO 12 MONTHS INITIALLY, WHICH MAY BECOME PERMANENT AT A LATER STAGE IF BUSINESS REQUIREMENTS EXIST.
BAND: 7
Job Purpose
Reporting directly to the Head of Estates, the Customer Excellence Manager will lead the delivery of high-quality complaint management services across Housing Services and Asset Management, including Final Stage and Ombudsman complaints. The role also oversees the Corporate Complaints Management function and contributes to strategic service improvement initiatives.
Requirements
i) Hold a degree level qualification (level 6*) or equivalent AND have a minimum of 2 years relevant** experience OR
ii) Hold a level 5* qualification in Housing AND have a minimum of 3 years relevant** experience OR
iii) Can demonstrate equivalent continuing professional development or experiential learning AND have a minimum of 5 years relevant** experience
Refer to Qualifications Framework for equivalencies
Relevancy will be determined with due regard to the duties and level of responsibilities set out in the job description for this role
APPLICATION PROCESS
Application should be made using the on-line application form. Instructions on how to complete the on-line form appears once the form has been accessed. Make sure you follow these instructions. LATE APPLICATIONS WILL NOT BE ACCEPTED EVEN IF DELAYED DUE TO TECHNICAL REASONS. PLEASE NOTE THAT IF YOU ARE LOCKED OUT OF YOUR GETGOT ACCOUNT IT WILL TAKE A MINIMUM OF 10 MINUTES TO RESET YOUR PASSWORD. IF AN APPLICATION IS LATE BECAUSE OF THIS IT WILL NOT BE ACCEPTED. It is the responsibility of each candidate to ensure that all such information is provided. Candidates who fail to provide sufficient information on which a panel might determine their eligibility for the post will not be shortlisted. The Housing Executive is an equal opportunities employer. We particularly welcome applications from members of the Protestant community who are currently under represented in parts of our workforce. To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Continue to Application or Login/Register to apply button below.
