Change Housing has a fantastic opportunity for a Customer Engagement Lead to join our friendly team for a fixed term of 12 months to cover a period of maternity leave.
Our offices are near Media City in Salford, but you will also have the option to work half of your week from home giving you the perfect balance of autonomy and collaboration.
About us
Change Housing, together with subsidiaries Hilldale Housing Association, Quays Housing and Trinity Housing provides Specialist Supported Housing and homelessness bridging accommodation and services to some of the most vulnerable people in our society who need additional support to live better, more independent lives.
We bring expertise and capability together which enables the small-scale registered housing provider to create operational excellence, growth and diversification. We are part of the wider FourSynergy Group - a leading UK provider offering an end-to-end service that spans the four core pillars of social care: care, housing, development and investment.
You will lead on customer engagement by capturing and using the voice of customers to improve services and ensure compliance with the Consumer Standards across Change Housing Group and its registered subsidiaries. You will be responsible for reporting on customer metrics, managing and producing insight from complaints and using a range of engagement opportunities to influence and improve service delivery.
You will be accountable for maintaining our approach to engaging with customers in line with our tenant engagement strategy.
You will actively promote customers to be at the heart of service delivery and ensure that they are involved in decisions which impact on the quality of their homes and related services.
You will work collaboratively across the Group so that we deliver a high-quality, cost effective and customer focussed service to our tenants.
Key Responsibilities will include
- Engaging with customers (and families and advocates) through our Tenant Voice panel, producing insight on customer experience across the Change Housing group
- Delivering a customer engagement strategy that ensures compliance with Consumer Standards and improves the overall customer experience
- Leading on complaint management and learning from these, with a focus on ensuring complaints are handled correctly and fully resolved
- Producing monthly complaints reports that demonstrate our performance against our Complaints Policy and the use of feedback from complaints and compliments to improve our business
- Liaison with the Housing Ombudsman on any escalated complaints, leading on compliance with the Ombudsman's code
- Working in partnership with and providing guidance and advice to senior management
- Leading on the annual self-assessment against the Consumer Standards
- Contributing to our Tenant Committee
- Producing annual Customer Report(s)
- Co-ordinating, investigating and completing stage 1 complaints
- Creating a mechanism for ensuring customers are involved, consulted, and can scrutinise and influence business decisions
- Ensuring that the voice of Tenants can be heard at all levels of the organisation including the Board
- Engaging with communication methods for tenants who have a range of abilities/disabilities.
What we are looking for
- Experience of service delivery and complaints resolution in a customer-facing environment
- Proven experience of improving customer experience/service delivery
- Experience of working with customers and customer groups
- The ability to analyse information and produce meaningful reports with concise recommendations
Knowledge of the care sector and/or experience of working in a regulated sector and experience of engaging Tenants with a range of disabilities is desirable although not essential.
Why Choose Change Housing ?
We are offering a salary of circa £38,000 depending on experience
We believe in looking after the people who look after others. That's why we offer a great benefits package:
- Agile working - balance your work and personal life with remote working for half of your week
- Contributory pension scheme - secure your future while making a difference today
- NHS top-up healthcare scheme (Benenden) - prioritise your health and well-being
- 25 days' annual leave (increasing to 28 with service)
- The option to purchase additional annual leave
- Life assurance, occupational sick pay, and family friendly leave pay
- Free on-site gym, parking, and unlimited tea and coffee to fuel your day
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