Customer Voice & Engagement Manager

Customer Voice and Engagement Manager

Salary: £43,000 – £47,000
Location: Ptarmigan House, Shrewsbury Business Park
Contract: Permanent | 37 hours per week

We don’t just listen to our customers – we act on what they tell us.

At Shropshire Towns & Rural Housing (STAR Housing), we’re looking for an experienced Customer Voice and Engagement Manager to lead, champion and embed the resident voice across everything we do.

This is a senior, high‑impact role where you’ll ensure customer insight, lived experience and scrutiny directly influence our services, decisions and performance – and that we can clearly evidence this to our Board, EMT and the Regulator.

What you’ll do

• Lead STAR’s approach to customer voice, engagement, scrutiny and insight
• Manage and empower our Customer Scrutiny Panel to provide effective challenge
• Turn customer feedback into real, measurable service improvements
• Ensure compliance with the Social Housing (Regulation) Act 2023 and Consumer Standards
• Provide assurance through high‑quality reporting to EMT and Board
• Champion equity, diversity and inclusion in all customer engagement activity

What we’re looking for

• Proven experience in customer engagement, scrutiny or resident involvement
• Strong understanding of social housing regulation and consumer standards
• Excellent influencing and relationship‑building skills
• Confidence using insight and data to drive improvement
• A genuine passion for putting residents at the heart of services

Why join STAR Housing?

• A visible, influential role with senior leadership
• The chance to shape services for over 4,000 homes and communities
• Local Government Pension Scheme
• 28 days annual leave (rising to 33 days after 5 years)
• A values‑driven organisation focused on quality homes and vibrant communities

Interview date: 19th May 2026
Please ensure you are available to attend on this date.

If you’re ready to make a real difference through customer voice, we’d love to hear from you.