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- Tasks: Lead tenant engagement and ensure their voices shape our services.
- Company: Join Bernicia, a leading housing provider focused on community impact.
- Benefits: Enjoy 28 days leave, remote work options, and health cash plan benefits.
- Why this job: Make a real difference by giving tenants a voice in decision-making.
- Qualifications: Strong communication skills and experience in engagement projects required.
- Other info: Dynamic role with opportunities for personal growth and community involvement.
Location: Ashington
Contract: Permanent
Hours: 37 per week
Salary: £36,047 per annum (inclusive of car allowance)
Closing Date: Friday 2nd December, 5pm
Are you passionate about giving tenants a voice and making sure they are heard where it matters most? As our Customer Engagement and Scrutiny Lead, you will be the bridge between our tenants and the decision-makers at Bernicia. Your mission will be to create opportunities for all our customers to share their experiences, ideas and concerns, and then make sure those voices shape what we do. You will be supporting the vision of ‘customer led priorities, community wide impact’.
The Benefits:
- 28 days annual leave (plus bank holidays) based on a full-time role
- Working from home up to 2 days a week
- Health cash plan membership so you can save money by claiming cash back – over £1000 each year - towards essential healthcare such as dental, optical, physio and loads more. We’ll also cover the costs of including any dependent children in the scheme – up to the age of 21 or 24 if in full time education – that you may have.
- Access to savings on gym memberships plus cash back and discounts on purchases from major retailers including supermarkets, travel, cinema and more.
- Generous pension scheme with life insurance of 3 x salary
What you will be doing:
You will be responsible for delivering our engagement and scrutiny strategy, making sure every tenant has the opportunity to be heard. This includes:
- Creating diverse engagement opportunities, using a mix of traditional and digital approaches including surveys, polls, focus groups, online discussions and community events to connect with all our residents, particularly those who might be harder to reach.
- Bringing tenant voices to life by gathering feedback and lived experiences from residents and presenting them in compelling ways to our internal teams and senior leaders, ensuring their views shape our service delivery.
- Exploring and managing digital engagement tools where residents can share their needs, concerns and suggestions for improvement away from traditional engagement methods.
- Managing our Customer Engagement Coordinator and working together to deliver meaningful tenant involvement that drives business improvement.
- Understanding regulatory requirements, liaising with TPAS and working towards achieving, and then maintaining TPAS accreditation.
- Working closely with the Customer Research & Insight Manager and other stakeholders to ensure tenant feedback informs decision-making.
About you:
We need someone who genuinely enjoys talking with people and, more importantly, listening to them. You will be great at this role if you:
- Can chat with anyone and make them feel heard – whether that’s face-to-face, online, or in a group setting
- Have experience running engagement or involvement projects and seeing them through from start to finish
- Feel comfortable working with everyone from frontline staff to senior leaders
- Can explain things clearly in different ways depending on who you’re talking to
- Are good at juggling multiple tasks and know how to prioritise when things get busy
- Embrace diversity and create spaces where everyone feels welcome to contribute
About us:
- We’re all about helping people in need of housing. We believe a good home makes lots of other things possible, so we provide great homes and services that do just that.
- We’ve built Bernicia to be a business that people want to be a part of. We’re one of the North East’s largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers.
- Everything about Bernicia is people focused, that’s why we’ve held the Investors in People Gold Award since 2010.
- We operate within a set of simple, but effective values, which blend perfectly to create our unique ‘Bernicia Way’ culture. This ensures we are customer focused, through working together, respecting each other, being accountable for our actions and demonstrating integrity and leadership.
Please note you will be required to drive for business, and will be required to hold a current and valid driving licence.
For more information regarding this role, please contact: Lynne Pitwood on (phone number removed).
We reserve the right to close this vacancy earlier than advertised, should we receive a large volume of applications.
The Group is fully committed to the promotion of equal opportunities and we particularly welcome applicants from groups who are currently under represented at Bernicia.
Customer Engagement and Scrutiny Lead employer: Bernicia
Contact Detail:
Bernicia Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Engagement and Scrutiny Lead
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Bernicia. Understand their values and mission, especially around customer engagement. This will help you tailor your responses and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your past experiences align with the role of Customer Engagement and Scrutiny Lead. The more comfortable you are, the better you'll come across!
✨Tip Number 3
Show off your listening skills! During the interview, make sure to actively listen to the questions being asked. Respond thoughtfully and relate your answers back to tenant engagement. This will demonstrate that you truly value communication and feedback.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Engagement and Scrutiny Lead
Some tips for your application 🫡
Keep Your CV Fresh: Before diving into the application, make sure your CV is up to date. Highlight your relevant experience in customer engagement and any projects you've led. We want to see how you can bring value to our team!
Read the Job Specs Carefully: Take a good look at the job description and requirements. Tailor your application to show how your skills and experiences align with what we're looking for. This will help us see why you're the perfect fit for the role!
Be Authentic: When filling out the application form, let your personality shine through! We’re all about genuine connections, so don’t be afraid to share your passion for tenant engagement and how you’ve made a difference in previous roles.
Apply Through Our Website: Make sure to apply through our website to ensure your application gets the attention it deserves. Completing the online form fully is key for us to review your application properly. We can't wait to hear from you!
How to prepare for a job interview at Bernicia
✨Know Your Audience
Before the interview, take some time to research Bernicia and their values. Understand their commitment to customer engagement and how they prioritise tenant voices. This will help you tailor your responses and show that you're genuinely interested in their mission.
✨Showcase Your Communication Skills
As a Customer Engagement and Scrutiny Lead, you'll need to demonstrate excellent communication skills. Prepare examples of how you've successfully engaged with diverse groups in the past. Be ready to discuss how you can make tenants feel heard and valued.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations related to tenant engagement. Think about potential challenges you might face and how you would address them. Practising these scenarios can help you articulate your thought process clearly during the interview.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about their current engagement strategies or how they measure success in tenant involvement. This shows your enthusiasm for the role and your desire to contribute meaningfully to their goals.
