At a Glance
- Tasks: Engage with communities, analyse feedback, and drive service improvements.
- Company: Join a friendly and progressive team at Mears Group.
- Benefits: Enjoy 25 days leave, volunteering opportunities, and employee perks.
- Other info: Flexible remote role with travel across the South of England.
- Why this job: Make a real impact by enhancing customer experiences and community engagement.
- Qualifications: Strong communication skills and customer service experience required.
The predicted salary is between 29000 - 29000 £ per year.
Annual salary: up to £29,000.00
Location: Remote with regular travel
Contract: Full Time, Permanent
Hours: 40 hours per week, Monday to Friday
Salary: £29,000 per annum
About the Role
We are seeking a Customer Insight & Engagement Officer to join our team in a fully remote role with regular travel predominantly across the South of England but may be required to attend training and meetings in our Manchester office. This is an exciting opportunity for someone who enjoys working directly with communities, analysing feedback and driving meaningful service improvements that enhance customer experience. In this role, you will act as a key link between customers and operational teams, gathering insight from feedback, facilitating engagement activities and helping to shape improvements across services. You will be visible within the communities you support, building relationships and ensuring customer voices are heard and acted upon.
- Proactively manage customer feedback and insight, identifying trends and key themes
- Analyse complaints outcomes and satisfaction surveys to inform service improvements
- Track the progress of improvement initiatives and report outcomes to senior management
- Implement regulatory surveys and support improvement planning based on results
- Engage with customers, residents and communities through forums, visits and local initiatives
- Act as a representative of the organisation, maintaining a visible presence within communities
- Support the development and facilitation of customer engagement forums and scrutiny groups
- Build strong relationships with stakeholders, local organisations and community groups
- Support complaint resolution and ensure customer queries are handled effectively
- Promote positive communication and support brand awareness through engagement activity
Key Criteria
- Excellent communication skills, both written and verbal
- Ability to build strong relationships and connect with local communities
- Strong analytical skills with the ability to translate data into actionable improvements
- Customer service experience within a professional or office environment
- Problem solving skills and ability to remain calm under pressure
- Flexible and proactive approach with a willingness to travel regularly
- Full UK driving licence
- Ability to work independently in a remote, field based role
- Experience creating customer communications such as newsletters or engagement materials
- Sales or engagement experience is desirable
- Housing or sector specific experience is desirable
Mears Benefits
- Friendly, supportive and progressive work culture and environment.
- 25 days annual leave plus bank holidays
- Annual Mears Fun Day – Free day out for you, friends/family paid for by Mears in recognition of your hard work throughout the year.
- Volunteering Leave - Mears supports employees to undertake paid volunteering in the community.
- Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
- Employee Assistance Programme – Confidential support services for Mental and Physical wellbeing
- Mental Health First Aider Network – Confidential MHFA support and signposting.
- Employee of the Month Award (Departmental) – a chance to win recognition within the department as well as monthly/yearly rewards vouchers.
- Extensive L&D Programme that offers fully accredited certification in areas such as Prevent/Safeguarding and Mental Health Awareness.
- Mears Amazing Employee Awards
- Subsidised Eye Tests and cost towards glasses for DSE use
- Employee Networks and Sub-Forums
All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.
Required Qualifications: Secondary School
At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.
Customer Insight & Engagement Officer employer: Mears Group
Mears Group is an exceptional employer that prioritises a friendly and supportive work culture, offering a range of benefits including 25 days of annual leave, volunteering opportunities, and a comprehensive learning and development programme. As a Customer Insight & Engagement Officer, you will enjoy the flexibility of a remote role with regular travel across the South of England, while making a meaningful impact in local communities and enhancing customer experiences. With a strong commitment to diversity and inclusion, Mears fosters an environment where every employee can thrive and contribute to social value initiatives.
