Customer Engagement Lead

The Vacancy The overall responsibilities of the role are:

• To ensure we are listening to and acting on all types of customer feedback and embedding customer voice throughout the organisation, meeting our responsibilities of the Transparency, Influence and Accountability consumer standard.
• To grow and develop customer involvement opportunities and groups, enhancing representative from customers across neighbourhoods and demographics.
• To monitor the impact of customer feedback in terms of performance and service quality improvements, and tailor customer services in response to insight gathered.
• To support and facilitate our formal co-regulation arrangements.
• To continue building our positive engagement culture, where colleagues ensure customer voice is considered and consulted whenever a service is introduced or changed.
The key responsibilities of the role are:
• To collate and analyse customer feedback received via all communication channels, including the annual regulatory Tenant Satisfaction Measures survey.
• To support the development and implementation of all customer facing strategies.
• To facilitate a regular programme of customer involvement group meetings and support and empower members to produce reports and analysis of their findings.
• To provide analysis and action plans from these activities and report this to the Leadership Team, the Board of Management and other teams as required.
• To ensure customer involvement is a meaningful and valuable experience for tenants, with reciprocal benefits.
• To target new customers with involvement opportunities, including demographics not currently represented and those not willing to engage via traditional methods, to ensure that as many different views and experiences are being heard.
  
  We are a not-for-profit housing association, providing affordable homes and services to over 16,000 people across Greater Manchester. We build affordable new homes, work with partners to reduce homelessness, and support people to reach their potential.
Our organisation is all about people - the people who live in our homes, the people in the communities we serve, and the people we work with. So, it's no surprise that we recruit for attitude and behaviour which are central to us delivering great experiences for everyone! We employ people who are passionate about making a difference who can take responsibility and get things done. And we have developed a culture that supports people to do this. Everyone's welcome here. Our culture is inclusive, and we are committed to increasing diversity. We enable everyone to be themselves at work so that they feel at home with us. And we trust and support people to do their best, in a role that is fulfilling and rewarding because we know that this helps us to deliver better outcomes for our customers and our colleagues. The Communities team Our Communities team pride themselves on delivering a fantastic service to our customers, representing the customer voice throughout the organisation and striving to make a real difference in people's lives! Forging strong relationships with our customers is central to what we do, none more than in our Customer Service and Support Team who assist customers with all aspects of housing, they really are a clued-up bunch! They also manage a full range of digital contact channels including live chat, social media, our app and of course the telephone so are skilled as well as knowledgeable! Our customers are important to us, and we want them to feel that way, which is why our Communities Team support residents to manage their tenancy and make sure neighbourhoods are clean, safe and places you're proud to live. It's a great feeling for the team knowing they can help to make services better for our customers! We are constantly striving to find innovative solutions to support customers and focus improve our customer experience. Whether it's developing an app, streamlining process or finding service improvements, they always have the customer at the centre of what they do! We're committed to doing what we say we'll do, keeping customers updated, building rapport and problem solving.