Customer Engagement Manager

Here at NCHA we're passionate about listening to our customers and using their feedback to improve the way we do things. We're looking for a Customer Engagement Manager to lead a team of specialists who make sure the voice of the customer is heard at all levels of our organisation - enabling a culture of 'customer first'. The focus for the Customer Engagement Manager is to deliver NCHA's Customer Engagement ambitions in partnership with customers and all teams across NCHA. Developing and maintaining a clear engagement framework that ensures all engagement activities are connected to provide a continuous flow of information, insight and improvement. As Customer Engagement Manager, some of your key duties and responsibilities may include but are not limited to:

• Leading a centralised customer engagement team which supports strategic ambitions and decision making
• Developing a team which is the face of NCHA for customers, providing a platform to hear their voice
• Delivering the Customer Engagement team plan
• Building and developing a 'community of customers' who are engaged and interested in improving our services
• Oversee, managing and develop a team of formally involved customers who are represented on a series of panels, committee and NCHA Board
• Developing a proactive programme of activities and events which align with our customer geography, demographics and corporate objectives
• Utilising all customer insight available to analyse, report on and steer the work of the department and wider business. Develop mechanisms for clear reporting to board, Executive & Senior Leaderships Teams, colleagues and customers on the impact of our customer engagement activities.
  
  If you are passionate about delivering exceptional customer service whilst collaborating with others, we want to hear from you.
We're looking for an enthusiastic person who thinks differently and enjoys driving positive change. You'll be experienced in customer engagement or customer experience, have strong leadership skills with a track record of developing teams, along with excellent interpersonal skills. Working Hours Monday - Friday 9am - 5pm 3 days per week minimum working from the office with 2 days per week working from home. Head Office is based in Clifton.