At a Glance
- Tasks: Lead customer engagement initiatives and turn feedback into actionable insights.
- Company: Join Broadacres, a top-notch not-for-profit housing association in Northallerton.
- Benefits: Enjoy competitive salary, flexible working, and comprehensive benefits.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact by shaping customer experiences and driving service improvements.
- Qualifications: Experience in customer engagement and strong analytical skills required.
The predicted salary is between 40000 - 50000 £ per year.
Full Time - Based in Northallerton - 37 hours per week
Are you passionate about putting customers at the heart of everything you do, with experience in leading meaningful customer engagement and using insight to drive real service improvements? Are you someone who can turn feedback, complaints, and compliments into actionable learning, while confidently working with senior stakeholders and external bodies to ensure compliance and best practice? If so, you may be the driven and innovative individual we’re looking for, committed to delivering excellent customer experiences.
The Role:
As Customer Engagement and Insight Manager, you will lead the development and delivery of a meaningful and innovative customer engagement programme, ensuring customer voices shape and influence our services. You’ll be responsible for overseeing all aspects of complaints management, including performance monitoring, learning from outcomes, and ensuring compliance with the Housing Ombudsman Code. Acting as the key point of contact for the Ombudsman, you will ensure high standards and continuous improvement.
What You’ll Be Doing:
- Using your analytical skills, you will lead on gathering and interpreting customer feedback, including complaints and compliments, to develop rich insights.
- You will use this intelligence to deepen our understanding of diverse customer needs and drive improvements that enhance the overall customer experience.
What We’re Looking For:
- Proven experience in leading customer engagement initiatives, managing teams, and using insight to influence service improvements.
- Strong analytical capability, with the ability to interpret complex data and turn feedback into clear, actionable recommendations.
- Excellent communication and relationship-building skills, with confidence working collaboratively across teams and with external stakeholders.
- Strategic and innovative thinker, with a customer-focused mindset and a track record of driving positive change in a regulated environment.
- Qualification in a relevant professional qualification within communications or Housing will be desirable, ideally with a CIH qualification or be working towards.
What We Offer:
- Competitive Salary: Alongside a generous annual leave package and flexible working options.
- Comprehensive Benefits: A range of benefits, including pension and holiday buying scheme.
- Agile Working: Enjoy flexible working arrangements.
- Support for You: Additional perks to support your wellbeing, including our EAP service.
This role may be suitable for applicants currently working in a breadth of industries Customer Engagement roles, however knowledge of Housing Ombudsmen.
At Broadacres, we champion diversity and are committed to being an equal opportunities and disability confident employer. We welcome applications from all community sectors and encourage individuals underrepresented in our organisation to apply.
Our Organisation
Broadacres is a successful, innovative, not-for-profit housing association based in Northallerton, North Yorkshire. We own and manage more than 6,900 homes across various regions, providing top-tier services aimed at meeting our vision: ‘to be the best rural housing association in the country’. We ensure our customers receive first-class service, making them proud to live in a Broadacres’ home.
Please note: This vacancy may close before the advertised closing date if sufficient suitable applications are received. We may be interviewing as applications come in, so apply early to avoid disappointment!
Customer Engagement and Insight Manager in Northallerton employer: Broadacres Housing Association Limited
At Broadacres, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee wellbeing and professional growth. Located in the picturesque Northallerton, our team enjoys flexible working arrangements, competitive salaries, and a comprehensive benefits package, all while contributing to meaningful customer engagement initiatives that shape the future of housing services. Join us in our mission to deliver outstanding customer experiences and be part of a diverse organisation that values every voice.
Contact Details:
Broadacres Housing Association Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement and Insight Manager in Northallerton
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their customer engagement strategies and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills in customer insight and engagement can drive improvements. Use specific examples from your past experiences to show how you’ve made a difference in similar roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of our team at Broadacres.
We think you need these skills to ace Customer Engagement and Insight Manager in Northallerton
Some tips for your application 🫡
Show Your Passion:Let your enthusiasm for customer engagement shine through in your application. We want to see how you put customers at the heart of everything you do, so share specific examples that highlight your commitment to improving customer experiences.
Be Data-Driven:Since this role involves a lot of analytical work, make sure to showcase your ability to interpret complex data. We love seeing how you've turned feedback into actionable insights in your previous roles, so don’t hold back on those details!
Highlight Your Communication Skills:Strong communication is key for this position. Use your application to demonstrate how you've built relationships with stakeholders and worked collaboratively across teams. We want to know how you’ve effectively communicated insights and driven change.
Apply Early!:Don’t wait until the last minute to submit your application. We may close the vacancy early if we find suitable candidates, so get your application in through our website as soon as you can to avoid disappointment!
How to prepare for a job interview at Broadacres Housing Association Limited
✨Know Your Customer Engagement Strategies
Before the interview, brush up on various customer engagement strategies and be ready to discuss how you've successfully implemented them in the past. Think about specific examples where your initiatives led to measurable improvements in customer satisfaction.
✨Master the Art of Data Interpretation
Since the role requires strong analytical skills, prepare to showcase your ability to interpret complex data. Bring examples of how you've turned customer feedback into actionable insights that drove service improvements, and be ready to explain your thought process.
✨Build Rapport with Stakeholders
Demonstrating excellent communication and relationship-building skills is key. Think of instances where you’ve collaborated with senior stakeholders or external bodies. Be prepared to discuss how you navigated those relationships to ensure compliance and best practices.
✨Showcase Your Innovative Thinking
As a strategic thinker, come equipped with ideas on how to enhance customer engagement at Broadacres. Share innovative approaches you've taken in previous roles and how they could be adapted to fit the housing sector, particularly in line with the Housing Ombudsman Code.
