At a Glance
- Tasks: Lead customer engagement initiatives and turn feedback into actionable insights.
- Company: Join Broadacres, a leading 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 on customer experiences and drive positive change.
- Qualifications: Experience in customer engagement and strong analytical skills required.
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 qualifications 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.
Why Broadacres?
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 employer: broadacres housing association
Broadacres is an exceptional employer that prioritises customer engagement and insight, fostering a culture of innovation and inclusivity in Northallerton. With a commitment to employee wellbeing, flexible working arrangements, and comprehensive benefits, we empower our team members to grow professionally while making a meaningful impact in the community. Join us in our mission to provide top-tier services and create a positive living experience for our customers.
Contact Details:
broadacres housing association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement and Insight Manager
✨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 storytelling skills! Be ready to share specific examples of how you've turned customer feedback into actionable insights. This will show that you can not only engage with customers but also drive real improvements.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Broadacres.
We think you need these skills to ace Customer Engagement and Insight Manager
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. Use your application to demonstrate how you've turned feedback into actionable insights in previous roles – we love a good success story!
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the skills and experiences mentioned in the job description. We’re looking for someone who can lead customer engagement initiatives, so make that clear!
Apply Early:We might close the vacancy early if we find the right candidate, so don’t wait around! Head over to our website and submit your application as soon as possible to avoid missing out on this exciting opportunity.
How to prepare for a job interview at broadacres housing association
✨Know Your Customer Engagement Strategies
Before the interview, brush up on various customer engagement strategies. Be ready to discuss specific initiatives you've led in the past and how they improved customer experiences. This shows you understand the role's core responsibilities.
✨Prepare Insightful Questions
Think of insightful questions to ask during the interview. Inquire about their current customer engagement programmes or how they measure success. This demonstrates your genuine interest in the role and helps you assess if it's the right fit for you.
✨Showcase Your Analytical Skills
Be prepared to discuss how you've used data to drive service improvements. Bring examples of how you've turned feedback into actionable insights. This will highlight your analytical capabilities, which are crucial for the position.
✨Build Rapport with Stakeholders
Since the role involves working with senior stakeholders, practice how you'll communicate your ideas clearly and confidently. Share examples of successful collaborations from your past roles to illustrate your relationship-building skills.
