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.
The predicted salary is between 30000 - 40000 £ per year.
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.
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 in Northallerton 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 shaping the future of housing services and be part of a diverse organisation that values every voice.
Contact Details:
broadacres housing association 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 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. Make sure you can articulate how your experience aligns with their mission, especially around customer engagement and insight.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers, especially when discussing past experiences.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar!
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 interpreting complex data, make sure to showcase your analytical skills. Use your written application to demonstrate how you've turned feedback into actionable insights in previous roles. Numbers and results speak volumes!
Tailor Your Application:Don’t just send a generic application! We love it when candidates tailor their applications to our job description. Highlight your relevant experience in leading customer engagement initiatives and managing teams, and connect it back to what we’re looking for.
Keep It Professional Yet Personal:While we appreciate professionalism, don’t be afraid to let your personality shine through. We’re looking for someone who can build relationships and communicate effectively, so a friendly tone can go a long way in your written application. Remember to apply through our website!
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 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 this role requires strong analytical skills, prepare to talk about how you've gathered and interpreted customer feedback. Be ready to share instances where you turned complex data into actionable insights that influenced service improvements.
✨Build Rapport with Stakeholders
This position involves working with senior stakeholders and external bodies, so practice your communication skills. Think of ways to demonstrate your ability to build relationships and collaborate effectively, perhaps by sharing a story of a successful partnership or project.
✨Showcase Your Innovative Thinking
As a strategic thinker, come prepared with ideas on how to enhance customer engagement at Broadacres. Think outside the box and be ready to discuss innovative approaches you've taken in previous roles that could be applied to this position.
