Customer Experience Manager

Salary details: £ - £

This is an exciting opportunity for a Customer Experience Manager with proven customer service and project management experience to join us.

About Us

The Cadarn Housing Group is the parent company with Cadwyn Housing Association, Newydd Housing Association, Newydd Maintenance Limited, Living Quarters (Lettings and Sales) Wales Ltd, and Igneous as subsidiaries.

Cadarn Housing Group is the parent of the Group and provides oversight and support services role. Newydd Housing Association is a charitable housing association, that offers nearly 3,000 affordable homes for rent and sale to people where need is at its greatest in Mid and South Wales, working in several local authority areas. Cadwyn Housing Association owns and manages 1,500 homes for affordable rent and low-cost home ownership as well as a range of community regeneration initiatives.

About the role

You will be managing a high performing team of 13 Customer Experience Officers, to deliver an excellent customer service to our customers.

About you

Experience of team leadership and managing a complex range of customers is essential for this role, along with a strong working knowledge of the principles of customer care.

You will also be required to manage several projects so you will need to have excellent time management skills whilst using your own initiative and creativity to enhance the customer experience.

Your workload will be busy and demanding so you will need to be pro-active with great communication and negotiation skills. You will need to be good working under pressure and be able to take responsibility for meeting a variety of customer demands.

The Cadarn vision is to provide affordable homes and support sustainable communities with excellent services to tenants and customers. If you are looking for a new challenge with an award winning Housing Association, then why not apply?

Closing date for applications: midnight Wednesday 14^th October 2026

Interview date: Friday 16^th  October 2026

*Please note that we reserve the right to close the role earlier than scheduled if a suitable candidate is found and/or subject to the number of applications received so please apply early to avoid disappointment.

Cadarn are proud to be an equal opportunity employer! We respect and seek to empower our people by supporting the diverse cultures, perspectives, skills, and experiences within our workforce. We believe that the more inclusive we are, the better our work will be. We welcome applicants from diverse backgrounds particularly from people of colour or people with disabilities as they are currently underrepresented in our workplace.

Don’t meet every single requirement? If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply or contact us to discuss your experience. You may be just the right candidate for this or other roles.