Customer Voice Coordinator in Bootle, Merseyside

Customer Voice Co-Ordinator

We are currently looking for a Customer Voice Co-Ordinator to join The Sovini Group.

Fully committed to Equality, Diversity, and Inclusion; we promote a positive culture of valuing and celebrating diversity and accepting and including people regardless of their personal characteristics or circumstances. Whoever you are, you can expect to be treated fairly, with respect and free from discrimination.

If you have got the talent, the potential, the drive and determination there is a place for you at The Sovini Group.

This position is a permanent opportunity

As a Customer Voice Co-Ordinator, you will be expected to:

• Support the delivery a customer engagement and empowerment framework that supports our customers to engage and influence service provision, aligned to our strategies, regulatory and statutory requirements.
• Develop and maintain a strong stakeholder network across the communities in which we work, engaging partners through positive relationships to support the delivery of key projects to the mutual benefit of our customers, our partners and our wider communities.
• Support the delivery of the Customer Voice Strategy, through a framework that is aligned to customer needs meeting statutory and regulatory requirements, producing outcome reports for stakeholders.
• Develop and implement new ways in which our customers can influence, monitor, and scrutinise services and review and improve existing opportunities for customers.
• Work collaboratively with teams throughout the organisation, to ensure all staff have the right skills to engage and champion Customer Voice. Working with all frontline staff to embed Customer Voice into daily roles and responsibilities.
• Maintain and grow a database of involved customers and involvement preferences, assigning customers to specific groups and delivering training to increase their skills and knowledge in the area specific to their preferences.
• To meet appraisal targets and support the delivery and achievement of overall business objectives. Ensuring workload is achieved within agreed Service Level Agreements while working in an agile way and enjoying a healthy work-life balance.
• To develop the Sovini Groups commitment to equality and diversity and to promote non-discriminatory practices in all works undertaken.
• Commit to the CIH 7 Professional Standards of Conduct in your day-to-day activities.

To be successful in a Customer Voice Co-Ordinator role, the skills you will need:

• 5 or more GCSEs or equivalent, must include Maths and English.
• Experience of working in a customer facing environment.
• Some understanding of housing regulatory requirements and reporting of customer influence outcomes.
• Experience of supporting Customer/tenant events (not necessarily the housing sector).
• Experience of working with frequently changing priorities to meet deadlines independently
• Ability to work in collaboration with all stakeholders to create meaningful engagement and involvement that maximises outcomes for customers and our wider community.
• Ability to work in an agile working environment.
• Full Driving Licence and use of car.
• Commitment to delivering excellent customer service.
• Willingness to undertake a CIH qualification
• Excellent communication skills, able to communicate across multiple channels including Microsoft Teams, Face to Face and Email.
• To demonstrate The Sovini Groups values in your day-to-day job role Success, Passion, Authenticity, Courage, Enterprise.

Experience or Knowledge of the below would be advantageous but not essential:

• Educated to Degree Level.
• Ofqual regulated CIH (3,5,7) Qualification
• Experience of delivering an effective engagement programme for customers to shape and improve services.
• Experience of compiling reports for Senior Management.
• Experience of training and supporting teams throughout the business

So if you are looking for a Customer Voice Co-Ordinator role with:

• Competitive salary – £31,188.52
• Hours 36 hours per week (Monday-Friday).
• Agile working
• 28 days holiday increasing with service.
• Cycle 2 Work Scheme.
• Group personal pension scheme.
• Life Assurance.
• Career development opportunities.
• Corporate discount scheme.
• Staff well-being and feel-good programme.

Apply online via our website today!

Please note we do not accept approaches from recruitment agencies and only applications made via our website will be accepted.

Closing date 17th April 2025

Please note that shortlisting may take place prior to the advert closing, if a high volume of suitable applicants have applied, the advert may close early. Please do not hesitate to submit your application.