Customer Engagement Manager / Customer Voice Manager  (Social Housing)

Essex, Southend-on-Sea (Flexible Hybrid Working)

£38,609 Per Annum

Permanent, Full Time (35 hours per week + participation in out of hours rota)

Estuary Housing Association have an exciting opportunity for an experienced and passionate Customer Voice Manager to co-ordinate customer engagement and support the Assistant Director of Customer in championing Customer Voice throughout the organisation.

In line with our Engagement Strategy, you will raise the profile of this work externally to our customers, using a range of communication methods.

Your main responsibilities will include:  

• Leading Customer Engagement, maximising opportunities for residents and stakeholders to get involved and engaged in all services
• Leading on the development of customer engagement across all service directorates
• Taking responsibility for formulating, communicating, implementing and monitoring Estuary’s customer engagement across the organisation
• Empowering and supporting the work of our engaged customers, including our Resident Voice and Influence Panel (RVIP), to shape decision making and scrutinise services.
• Experience of working with resident groups, understanding of co-regulation and supporting our Resident Voice & Influence Panel with undertaking scrutiny reviews.  
• A key part of this role will be to bring the Engagement Strategy to life, continuously measuring success through live examples and case studies to show case the work which is being done.
• Working closely with our Communications team to jointly deliver key messages to our customers in a timely and creative way.
• Working with the Assistant Director to progress and maintain our Tpas accreditation, supporting and challenging teams to deliver services in the most customer friendly way. 

To be successful in this role you must have:  

• Proven experience of working in Customer Engagement in Social Housing.
• Experience of setting up resident consultation events, communications and surveys using different platforms.
• A record of successfully engaging others, building positive relationships with a wide variety of partners and communities.
• Experience of empowering supporting resident scrutiny panel and what good looks like.
• Experience of working with, empowering and promoting resident groups.
• Excellent organisational, communication skills and interpersonal skills.
• Knowledge of performance management and standards required to deliver an amazing customer service.
• Excellent IT skills – sound knowledge of Excel and experience of Access, Word and Outlook.
• Good understanding of current housing legislation, White Paper Social Housing Resident Charter, good practice.
• Knowledge of TPAS accreditation.
• Awareness of new consumer standards.

No day is ever the same, so this role will have a ‘can do’ attitude and will thrive on performance and positive results.  The officer will be adaptable and willing to learn and share knowledge with a range of partners.  

This role offers flexible hours and office working 3 days per week with occasional evenings and Saturdays.

 If you think this sounds like you and you’re ready for a challenge, we’d love to hear from you! 

For a full breakdown of responsibilities and more details about the skills we’re looking for, please see the attached role profile located at the bottom of the advert.

Please note that this role will close at midnight on 20th September . Please ensure that your application is submitted prior to the deadline to be considered for this role.