Customer Engagement and Scrutiny Lead in Durham

Working with a large housing association in the Durham area, we are looking for an experienced Customer Engagement and Scrutiny Lead.

What does this role offer?

• 28 days AL + BH
• Hybrid working
• Money saving schemes
• Great work culture and opportunities to grow
• Generous pension scheme

Durham
Customer Engagement and Scrutiny Lead
Full time | 37 hours per week
£33,000 – £36,000 annual salary

The responsibilities of a Customer Engagement and Scrutiny Lead include:

• Design and implement a comprehensive tenant engagement strategy using both traditional and digital methods to ensure accessibility and remove barriers for all customer types
• Create systems to share tenant feedback and lived experiences with internal stakeholders, ensuring their input informs service delivery in a compelling and effective manner
• Manage digital engagement tools alike surveys, polls and online groups
• Organize community-based events and focus groups to gather diverse resident input
• Maintain a strong understanding of regulatory standards, work closely with TPAS, and strive for continued TPAS accreditation
• Manage a Customer Engagement Coordinator and collaborate with the Customer Research & Insight Manager to embed the tenant voice into decision-making and drive continuous service improvement.

The succesful candidate will have:

• Experience within a Customer Engagement and Scrutiny Lead role
• Worked within social housing – understanding all relevant regulations
• Proven track record of managing engagement, involvement and scrutiny projects from beginning to end
• Excellent communication skills amongst all lines of communication – verbal, written and visual

If you feel like you have the right experience for the Customer Engagement and Scrutiny Lead role, apply with your most updated CV. Alternatively, you can send it to and request for a confidential chat. We look forward to hearing from you.