About the Role
Are you passionate about putting customers at the heart of everything? Do you know how to turn insight into action - and make services better because of it?
We’re looking for an experienced and driven Customer Voice and Engagement Manager to join our Performance and Improvement team and help shape how we listen, communicate and engage with our customers, ensuring their voice helps shape the services we deliver.
Contract Terms: 35 hours per week (full time), Permanent
Salary: £56,536-£59,896, Grade D3-D1 (Salary placing will normally be at thefirst point of the scale)
Location: Inverness or Invergordon with hybrid working (weekly attendance to the office will be required)
Closing Date: Wednesday, 29th July 2026, 5pm
Interview Date: W/C 10th August 2026
Responsibilities
- Lead a multi-disciplinary team covering customer involvement, customer insight, business services and marketing & communications to create a culture of customer focus, accountability and continuous improvement.
- Develop and deliver engaging communications strategies and campaigns across a range of channels.
- Analyse customer feedback and complaints insight to drive meaningful service improvement.
- Collaborate with colleagues at all levels across Albyn Housing Society and Highland Residential to improve services and strengthen our reputation.
- Redesign services based on what customers have told us.
- Influence senior leaders and champion the customer voice at all levels.
- Communicate clearly and confidently, whether that’s with customers, colleagues or senior leaders.
- Enjoy working with data and insight to tell a story and drive change.
Qualifications
- Has experience in customer engagement, customer experience, communications or marketing - ideally in housing or another regulated service.
- Understands how to turn customer feedback and complaints insight into meaningful service improvement.
- Can develop and deliver engaging communications strategies and campaigns across a range of channels.
- Has experience leading people and working collaboratively across teams to deliver change.
- Is confident influencing others and championing the customer voice at all levels.
Alternative Job Titles You May Have Held
- Customer Experience Manager
- Customer Insight Manager
- Engagement & Communications Manager
- Tenant Participation Manager
- Voice of the Customer Lead
What We Are Offering
- Hybrid working – ‘Hub, Home & Roam’
- 28 days annual leave entitlement plus 12 days business/public holidays
- Development and training opportunities
- Flexible working hours
- Day one sick pay
- Employee benefit discount scheme
- Company pension scheme
- Access to an employee assistance program available 24/7
- Family friendly policies
How to Apply
Candidates apply by submitting a completed application form or CV along with a cover letter to recruitment@albynhousing.org.uk, to demonstrate your skills, experience and knowledge, which are relevant to the Person Specification and Job Description.
More information on this vacancy, including job description, person specification and application form can be downloaded from our website https://www.albynhousing.org.uk/careers/
For further information or to arrange a call, please contact Robert Buchanan via email at robert.buchanan@albynhousing.org.uk
Customer Voice and Engagement Manager in Inverness employer: Housing co
Oak Tree Housing Association is an exceptional employer that values community engagement and personal growth. By joining our Management Committee, you will not only contribute to meaningful change in Inverclyde but also enhance your governance and leadership skills in a supportive and inclusive environment. We offer a unique opportunity to collaborate with diverse individuals, making a tangible impact on local housing services while fostering a culture of learning and development.
