At a Glance
- Tasks: Lead customer engagement initiatives and turn feedback into actionable improvements.
- Company: Join Albyn Housing Society, a progressive organisation focused on affordable homes.
- Benefits: Enjoy hybrid working, generous leave, training opportunities, and a supportive work environment.
- Other info: Dynamic role with opportunities for professional growth and collaboration across teams.
- 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
Customer Voice and Engagement Manager in 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.
