Position: Customer Insight & Engagement Officer. Salary: up to £29,000 per annum. Location: Remote with regular travel. Contract: Full Time, Permanent. Hours: 40 hours per week (Monday to Friday).
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.
Responsibilities
- 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
Required Qualifications
- Secondary school education
Benefits
- Friendly, supportive and progressive work culture and environment
- 25 days annual leave plus bank holidays
- Mears Fun Day – free day out for you, friends/family paid by Mears in recognition of your hard work throughout the year
- Volunteering Leave – paid volunteering in the community
- Staff perks with Mears Rewards – discounts up to 10% on groceries, holidays, eye test vouchers, Share save scheme, etc.
- 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 – recognition within the department and monthly/yearly rewards vouchers
- Extensive Learning & Development Programme – fully accredited certification in Prevent/Safeguarding and Mental Health Awareness
- Employee networks and sub‑forums
EEO Statement
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. We proudly support the Armed Forces Covenant and have achieved the Gold Award in the Defence Employer Recognition Scheme. Applicants may voluntarily share background information during the application stages to help us better understand the diverse experiences of candidates.
