Customer Experience Manager - Warwick Accommodation

Reference
1106714

Branch
University of Warwick

Start date
19/01/2026

Duration
3 Months

Hours and days
36.5 hours per week (5 days over 7)

Dress code
Smart Casual

Rate of pay
£18.76

Holiday rate
£2.26

Role

The Customer Experience Manager plays a pivotal role in shaping and enhancing the student accommodation journey at Warwick, overseeing the experience from initial enquiry through to arrival across approximately 7,000 beds.

Working within Warwick Accommodation and in collaboration with multiple University departments, this role focuses on delivering innovative solutions, continuous improvements, and best practices to ensure a consistently positive experience for all customers.

Key responsibilities include managing customer experience projects, leading communication strategies, improving digital platforms, and driving engagement initiatives such as live chats and induction activities.

A significant aspect of the role involves representing Warwick Accommodation at University Open Days, delivering presentations and engaging with prospective students and their families to showcase our services. This is an exciting opportunity for a proactive individual to influence strategic improvements and champion excellence in customer experience within a dynamic, student-focused environment.

Working hours: This role is 36.5 hours per week, and you will be contracted to work 5 days over 7 including weekends throughout the year based on business needs. Normal working hours will be Monday to Friday, however there will be a need to work an occasional weekend.

This assignment is initially until 31st March 2026 with potential for a further 3-month extension       

Duties and responsibilities

Project Management

• Provide project management, coordination, and administrative support for customer experience initiatives under the Director of Staff and Student Accommodation
• Track project tasks and milestones, liaising with the Business Operations and Systems Manager and team members; escalate risks or issues
• Schedule and coordinate stakeholder input; act as point of contact for internal/external enquiries and maintain effective communication systems
• Manage and update project documentation, including risk and issue registers and project plans

Communication and Web Management

• Work with central marketing to brief requests (leaflets, brochures), review copy, and ensure consistent messaging
• Advise colleagues on communication and customer experience activities; ensure alignment with departmental goals
• Manage and improve departmental web pages, ensuring compliance with CMA and distance selling regulations
• Lead website improvement initiatives and welcome communications, including induction activities, blogs, and live sessions via platforms like Meet and Engage
• Use Azorus CRM for email campaigns, reporting delivery/open rates; support complaint investigations with evidence
• Lead live chat campaigns via Meet and Engage, ensuring data compliance and training team members
• Support Open Days with accommodation talks and presentations to audiences of 800+
• Develop and maintain an international agent information portal
• Coordinate cross-departmental input for annual Accommodation Student Induction, including Kx configuration updates

Innovation and Continuous Improvement

• Develop and maintain a customer experience improvement plan
• Review, develop, and implement processes and policies to enhance departmental and cross-university interactions
• Prepare reports and action plans for student experience initiatives; present to senior leaders when required
• Collaborate across functional areas for consistent delivery of activities
• Review procedures for efficiency and improvement; engage marketing teams for data insights and implement strategies based on surveys and focus groups

Allocation Policies and Governance

• Develop, review, and publish key policies (e.g., Allocating Policy, U18s Policy)
• Monitor student trends to adapt policies; seek sign-off through committees

Research and Best Practice

• Network with other providers/universities; maintain sector expertise (e.g., ASRA membership)
• Research and share best practices with senior management to ensure future readiness

Other

• Deputise for Business Operations and Systems Manager as needed
• Perform general administrative duties and other tasks commensurate with role

Skills and experience

• A good honours degree or equivalent experience
• Experience in managing, updating and implementing improvements to websites
• Experience in planning and developing external communications via a CRM system or similar
• Experience in and confidence in public speaking to large audiences of several hundreds of people
• Experience in using basic computer code editing
• Excellent time management and organisational skills
• Excellent communication skills and the ability to interact with colleagues at all levels, a keen eye for detail and making complex information clear, concise and easy for the reader to understand and digest
• Competence in the preparation of presentations for senior managers and leaders including University Exec Board
• The ability to be both decisive and diplomatic
• Proficiency in MS Office products
• The ability to demonstrate a creative approach to problem solving
• Flexibility and the ability to work under pressure to achieve deadlines whilst ensuring attention to detail
• The ability to work with limited supervision
• The ability to look for opportunities and efficiencies within processes and systems
• Experience in prioritising initiatives and managing these through a long-term project implementation plan

Location
Warwick Accomodation

Additional information
Advert closing date: Midnight on 4/1/26

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