Customer Engagement Specialist - Community

21 hours per week

Do you have experience engaging with diverse communities and a passion for customer involvement? Are you a creative and organised individual with excellent people skills? Take a look at this Customer Engagement Specialist role, as it may be the role for you.

The Role

Your exciting new role will be to instigate and follow-up on conversations with our customers – allowing us to design our services and homes with their views and feedback at the heart. You'll work directly with our customers in our communities, hosting small and large events, knocking on doors – working alongside colleagues from all parts of the business. We want to build a community of customers who are ready to offer their opinions and thoughts, either on an informal or formal basis, and we'll need you to use your excellent people skills to help us do this. You'll need to be organised, creative, and full of new ideas to help us maximise engagement opportunities.

Your main duties include but are not limited to:

• Creating a programme of informal events/activities and opportunities for customers to engage with other customers and colleagues.
• Facilitating and organising events to support business and customer need.
• Developing and delivering a broad engagement offer to both support the business and the customer, whilst supporting the development and wellbeing of customers.
• Leading and organising specific consultations and events based on business priorities.
• Utilising GIS mapping systems to understand trends and feelings of customers based on their community, and developing engagement opportunities based upon these.
• Building and developing a 'community of customers' who are engaged and interested in improving our services.
• Collating customer insight captured from community-based involvement activity and presenting to relevant customer panel(s).
• Collaborating with Communications and Engagement colleagues to increase diversity and engagement in both formal and informal involvement activity.
• Supporting the work of frontline teams in campaigns on specific issues affecting customers, such as Universal Credit, domestic abuse, financial exclusion, and social isolation.

What we are looking for

We're looking for a self-motivated, outgoing and enthusiastic person, with knowledge of current social housing issues, including customer involvement best practice and consultation methods. You should also have knowledge of the Regulatory Standards for Registered Providers, including the Tenant Involvement and Empowerment Standard, and the requirements of NCHA’s Tenant Participatory Advice Service (TPAS) accreditation. Demonstrable experience of delivering successful customer-focused services and working to targets in a performance-focused environment is essential for this role. You will have the ability to communicate effectively with internal and external customers by demonstrating tact, diplomacy, sensitivity, and customer care. Experience in events planning on various scales and demonstrable high levels of numeracy, IT, and literacy skills are also required.

This could be the perfect role for you if you’re someone who:

• Has an understanding of the needs of people from diverse social, cultural, and racial backgrounds.
• Demonstrates putting the customer at the centre of your work.
• Tries to do the right thing and acts with honesty and integrity.
• Looks for continual improvement in the customer experience and improved and efficient NCHA business processes.

Qualifications: Qualified to Charted Institute of Housing Level 3 or relevant equivalent qualification or be committed to undertaking ongoing professional development commensurate with the role.

Other role requirements: A valid driving licence and access to a vehicle, Ability to attend out of hours meetings and work some unsocial hours. Take personal responsibility for keeping up to date with current legislation and best practice, identifying training needs in self to ensure service provision is of the highest standard.

Interview date: 31 July 2025

Working Hours

Monday to Friday, 9.00am – 5.00pm. Hybrid working is available for this position, with 3 days per week working from the office and 2 days per week working from home (once fully trained). Our Head Office is based in Clifton.

We look forward to receiving your application!

NCHA strives to be a welcoming and inclusive employer as such we particularly welcome applicants from ethnic minority communities, LGBTQ+ communities, women, as they are currently under-represented within our workforce.