Customer Excellence Manager

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 Customer Excellence Manager will lead the development, delivery, and continuous improvement of customer focused services across Housing Services, with a strong emphasis on complaint management etc.
• Oversee the Corporate Complaints Management function, ensuring alignment with NIHE standards and a commitment to resolution and continuous improvement.
• Offer expert advice to support complaints resolution and promote service improvement.
• Promote the consistent implementation and integration of the existing Complaints Policy and Procedures across Divisions.

• Hold a degree level qualification (level
  6) or equivalent AND have a minimum of 2 years relevant experience
  
  ORHold a level 5 qualification in Housing AND have a minimum of 3 years relevant experience.
• OR Can demonstrate equivalent continuing professional development or experiential learning AND have a minimum of 5 years relevant experience.

For full list of responsibilities, essential & desirable skills, please see Candidate Information Pack on employer's website by following the Apply Direct button.

Vacancy  Job
-3 Job Sector Customer Service and Call Centre,Business, Policy and Projects Area Belfast Location 2 Adelaide Street, Belfast Salary £45,091 - £51,356 No. vacancies 1 Contract Type Temporary Weekly hours 37 Published date 15/01/2026 Closing date 29/01/2026 Worktime Monday - Friday, 9am - 5pm