At a Glance
- Tasks: Lead customer engagement initiatives and turn insights into actionable improvements.
- Company: Join Albyn Housing Society, a progressive organisation focused on affordable housing.
- Benefits: Enjoy hybrid working, generous leave, training opportunities, and a supportive work environment.
- Other info: Dynamic role with diverse tasks and excellent career development prospects.
- Why this job: Make a real impact by championing the customer voice and enhancing service delivery.
- Qualifications: Experience in customer engagement, communications, and team leadership is essential.
The predicted salary is between 56536 - 59896 £ per year.
We kindly ask all candidates to read the application instructions at the end of the advert thoroughly and complete all required steps. Incomplete applications may not be considered.
Are you passionate about putting customers at the heart of everything? Do you know how to turn insight into action - and make services better because of it? We're looking for an experienced and driven Customer Voice and Engagement Manager to join our Performance and Improvement team and help shape how we listen, communicate and engage with our customers, ensuring their voice helps shape the services we deliver.
Contract Terms: 35 hours per week (full time), Permanent
Salary: £56,536-£59,896, Grade D3-D1 (Salary placing will normally be at the first point of the scale)
Location: Inverness or Invergordon with hybrid working (weekly attendance to the office will be required)
Closing Date: Wednesday, 29th July 2026, 5pm
Interview Date: W/C 10th August 2026
About the Role
This is an exciting opportunity to play a key role in how we understand and engage with our customers across Albyn. You will be the driving force behind our customer voice, making sure we don't just listen - but act. From feedback and complaints insight to tenant participation and engagement, you will ensure customer experience shapes the way we deliver services every day and supports continuous improvement.
Leading a multi-disciplinary team covering customer involvement, customer insight, business services and marketing & communications, you will create a culture of customer focus, accountability and continuous improvement. Working across Albyn Housing Society and Highland Residential, you will collaborate with colleagues at all levels - bringing together insight, communications and engagement to improve services and strengthen our reputation.
No two days will be the same. One day you might be analysing trends in customer feedback, the next shaping a new campaign or working with colleagues to redesign a service based on what customers have told us.
We're looking for someone who...
- Has experience in customer engagement, customer experience, communications or marketing - ideally in housing or another regulated service
- Understands how to turn customer feedback and complaints insight into meaningful service improvement
- Can develop and deliver engaging communications strategies and campaigns across a range of channels
- Has experience leading people and working collaboratively across teams to deliver change
- Is confident influencing others and championing the customer voice at all levels
- Communicates clearly and confidently, whether that's with customers, colleagues, or senior leaders
- Enjoys working with data and insight to tell a story and drive change
About Albyn Housing Society
Albyn Housing Society is a progressive organisation with a commitment to providing high-quality, affordable homes across the Highlands. We are proud of our customer-first approach and are always looking for innovative ways to deliver value for money. Our values - Being Caring, Being Professional, and Being Adaptable - are at the heart of everything we do. As our Customer Voice and Engagement Manager, you'll help bring those values to life through how we listen, engage, communicate and continuously improve.
What we are Offering:
- Hybrid working – 'Hub, Home & Roam'
- 28 days annual leave entitlement plus 12 days business/public holidays
- Development and training opportunities
- Flexible working hours
- Day one sick pay
- Employee benefit discount scheme
- Company pension scheme
- Access to an employee assistance program available 24/7
- Family friendly policies
How to Apply:
Candidates apply by submitting a completed application form or CV along with a cover letter, to demonstrate your skills, experience and knowledge, which are relevant to the Person Specification and Job Description. More information on this vacancy, including job description, person specification and application form can be downloaded from our website. For further information or to arrange a call, please contact Robert Buchanan via email at robert.buchanan@albynhousing.org.uk
Locations
Customer Voice and Engagement Manager in Highland, Invergordon employer: Albyn Housing Society
Albyn Housing Society is an exceptional employer, dedicated to fostering a supportive and innovative work environment in the beautiful Highlands. With a strong focus on employee development, hybrid working options, and a commitment to work-life balance, we empower our team to thrive while delivering high-quality services to our community. Join us as a Performance & Assurance Manager and be part of a culture that values care, professionalism, and adaptability, ensuring your contributions lead to meaningful organisational impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Voice and Engagement Manager in Highland, Invergordon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Albyn Housing Society. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Albyn Housing Society before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Voice and Engagement Manager in Highland, Invergordon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Albyn Housing Society:Your cover letter is your chance to shine! Tell us why you want to work at Albyn Housing Society specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Albyn Housing Society!
How to prepare for a job interview at Albyn Housing Society
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
