At a Glance
- Tasks: Lead customer engagement activities and turn feedback into meaningful insights.
- Company: Join Broadacres, a not-for-profit housing association committed to community impact.
- Benefits: Generous holiday allowance, flexible working, and wellbeing support.
- Other info: Diverse and inclusive workplace with opportunities for personal growth.
- Why this job: Make a real difference by shaping services with customer voices.
- Qualifications: Experience in customer engagement and strong communication skills required.
The predicted salary is between 31556 - 38568 £ per year.
12 month maternity cover
37 hours per week
£34,429.77
Northallerton
Do you have a passion for engaging with customers and making sure their voices help shape services? We are looking for a Customer Engagement Officer to join our Customer Engagement and Insight team, helping customers comment on, influence and improve the services they receive from Broadacres.
About the role
In this role, you will lead the planning and delivery of customer engagement activities, from consultations and focus groups to forums, networks and community events. You will collate and analyse feedback, turn customer voice into meaningful insight, and work with colleagues to make sure customers can see how their views have influenced Broadacres services, policies and priorities.
Key Responsibilities
- Plan, organise and deliver a programme of customer engagement activities, including consultations, focus groups, forums, community action days and other events.
- Identify innovative and inclusive ways to involve more customers in service and policy development, including under-represented and harder-to-reach groups.
- Support customers to participate at the level they choose by providing guidance, training and practical support across the customer engagement framework.
- Work collaboratively with colleagues, residents and external partners to improve communication, increase feedback opportunities and strengthen customer insight.
- Coordinate and support the Customer Scrutiny Panel, Customer Network, customer volunteers and other groups, both face to face and digitally.
- Record engagement activity, analyse qualitative and quantitative feedback, and prepare clear reports, presentations and briefings.
- Close the feedback loop by communicating how customer views have helped shape Broadacres services, policies and improvements.
About You
You are passionate about customer voice and understand the importance of involving customers in shaping services. You are a confident communicator who can build positive relationships with customers, colleagues and partner organisations. You are creative, organised and able to manage multiple priorities in a busy, fast-paced environment. You can analyse feedback and data, identify themes and turn insight into clear recommendations for improvement. You are committed to equality, diversity and inclusion, and know how to make engagement activities accessible and inclusive. You enjoy working collaboratively and are motivated by delivering great customer experiences.
Essential Qualifications & Experience
- Demonstrable experience of organising and delivering customer events and customer insight activities.
- Experience of working in a customer engagement role or a role focused on customer involvement, insight or consultation.
- Experience of working with diverse, vulnerable or under-represented customer groups.
- Experience of using customer insight to influence change and improve services.
- Strong written and verbal communication skills, with good attention to detail.
- Good analytical skills, with the ability to collate data, understand issues quickly and prepare information that supports improvement.
- IT literate and confident using online technologies to engage with customers and stakeholders.
- A-Level or equivalent further education qualification, alongside a current driving licence.
Desirable
- Knowledge of the social housing sector, customer engagement practice and customer insight within a regulated environment.
- Understanding of risk assessment, safeguarding, data protection and the needs of customers with additional support requirements.
- Knowledge of the Regulator of Social Housing's Consumer Standards, particularly transparency, influence and accountability.
- Professional qualification in housing, customer involvement or a related subject.
What We Offer
- Generous holiday allowance with the option to buy additional leave, alongside a pension scheme with life cover.
- Flexible and supportive working within a collaborative and customer-focused team.
- Access to our BroadRewards platform, offering schemes such as Cycle to Work and Smart Tech.
- A strong focus on wellbeing, including a 24/7 Employee Assistance Programme, counselling support and occupational health services.
- Everyday financial and lifestyle support, including eye care and flu vouchers, savings and low-cost loan options, payroll giving to charities, and access to money advice services.
Why Broadacres?
At Broadacres, you will be part of an organisation that is ambitious for its customers, its colleagues and the communities it serves. We champion diversity and are committed to being an equal opportunities and disability confident employer. We welcome applications from all community sectors and encourage people from underrepresented groups 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 Officer in London employer: Broadacres Housing Association
Broadacres Housing Association is an excellent employer, offering a supportive work culture that prioritises employee well-being and professional development. Located in Northallerton, our team enjoys a collaborative environment with opportunities for growth, competitive benefits, and the chance to make a meaningful impact in the community through essential services.
Contact Details:
Broadacres Housing Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Officer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Broadacres Housing Association. 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 Broadacres Housing Association 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 Engagement Officer in London
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 Broadacres Housing Association:Your cover letter is your chance to shine! Tell us why you want to work at Broadacres Housing Association 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 Broadacres Housing Association!
How to prepare for a job interview at Broadacres Housing Association
✨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.
