Are you a commercial whiz with a passion for delivering top-notch customer experiences? Do you thrive in a dynamic environment where no two days are the same? If so, we want YOU to join our Yorkshire Housing team as our next Customer Experience Contracts Manager!

What's the role all about?

As our Customer Experience Contracts Manager, you'll be the linchpin ensuring our commercial suppliers and contractors deliver exceptional services that align with our customer-obsessed ethos. Your role is pivotal in maintaining and enhancing the quality of service our customers receive. You'll work hand-in-hand with our Service Managers and Procurement team to craft contracts that radiate customer obsession.

What can I get my teeth stuck into?

Well, we're glad you asked! Here's a bit of a deep dive into what you'll be getting up to:

Oversee suppliers and contractors: You'll manage the commercial relationships with our suppliers and contractors, ensuring they meet their contractual obligations and deliver top-notch services. You'll regularly review and assess the performance of suppliers and contractors, holding formal performance management meetings to ensure standards are met.

Risk management: Anticipate potential service failures and develop strategies to mitigate risks, ensuring continuous and reliable service delivery.

Work with service managers: Partner with service managers to lead commercial tenders and collaborate closely with the procurement team to ensure all procurement activities align with company policies and legislation. Work hand-in-hand with the business improvement team, you'll ensure seamless operations between customer experience teams and commercial contractors.

Develop governance frameworks: Establish and maintain a robust governance framework that prioritises safety and customer satisfaction.

Ensure compliance: Ensure all suppliers and contractors adhere to our policies, including safeguarding, Health and Safety, and legislative guidelines.

Analyse performance data: Interrogate and challenge performance data to identify trends and implement improvements. You'll also generate performance reports to support senior management and stakeholders, providing insights and updates on service delivery.

Budget management: Oversee contractor spend, ensuring financial processes are followed and value for money is achieved. You'll also track spend, conduct quality checks, and ensure invoicing processes are followed correctly.

Ok, so what do you need from me?

• Experience in managing contracts within Construction, Repairs, Maintenance, FM, or similar environments.
• Analytical skills, you'll have the ability to analyse large data sets to identify trends and patterns.
• Strong communication skills to engage and influence stakeholders at all levels.
• A passion for delivering exceptional customer experiences.

• Pragmatic approach to solving commercial problems and a natural flare for problem solving
• Team collaboration, you'll have the knack for working relationships based on trust and mutual respect.
• You'll be comfortable delivering information and presentation to various audiences.
• Eagerness to improve the service and a pro-active mindset

About us

You can probably already tell that we're not your typical housing provider! With around 20,000 homes (and more in the pipeline), we're on track with our growth plan to build 8,000 new homes across the region.

We're dedicated to creating exceptional customer experiences along the way and are on a mission to build a culture that prioritises excellence, innovation, and customer obsession. As a key member of our team, you'll play a massive part of ensuring that we have the right partnerships in place to ensure our customers have a place their proud to call home.

What's in it for you…

This a full time (35 hours) permanent role with a salary of £52,000 per annum, 25 days annual leave (rising annually to 30 days) plus Bank Holidays.

We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we'll match your contributions up to 9%, just to name a few.

Our people's health and wellbeing are one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.

Now you're really interested?

At YH, we're actively building a working environment that's inclusive as well as diverse, where everyone can contribute their best work and be themselves. We believe difference is what makes us stronger and recognise the importance of our teams reflecting communities we serve, so we welcome and encourage candidates from all backgrounds for this role.

We know that not all candidates will meet every single requirement. If you're experience looks a little different from what we're looking for and you think you can bring value to the role, we'd love to learn more about you so please apply!

If you require any additional support with your application, or have any further questions please contact our fab recruitment team via email at

The fine print

The closing date for applications will be #removed#, but we might close it early if we get lots of great candidates, so don't hang around.

If you're applying for this role internally, you must inform your current line manager (it's the right thing to do!).