At a Glance
- Tasks: Engage with customers to shape services and drive meaningful improvements.
- Company: Join Rochdale Boroughwide Housing, a pioneering mutual housing society.
- Benefits: Enjoy 30 days leave, flexible working, and a supportive team environment.
- Other info: Be part of a diverse team committed to social impact and service improvement.
- Why this job: Make a real impact by amplifying customer voices in your community.
- Qualifications: Experience in customer engagement and strong communication skills required.
The predicted salary is between 30853 - 37709 £ per year.
At Rochdale Boroughwide Housing (RBH), our customers are at the heart of everything we do. Making sure the people who live in our homes have a voice – and that they are listened to and their views are acted on – are priorities for us. That’s why we are looking for an Engagement Business Partner to work with customers, colleagues and communities across the Borough.
The ideal candidate will be enthusiastic, proactive and great at building relationships. They’ll be able to identify and create innovative and new engagement opportunities, helping to strengthen customer influence and driving real and meaningful improvements across RBH.
About the Role
The Engagement Business Partner plays a key part in our Customer Experience team and reports to the Community Engagement and Investment Manager. You'll help bring our engagement opportunities to life by developing meaningful opportunities for customers to shape, influence and scrutinise services. We are keen to increase uptake in our engagement activities so you’ll be comfortable using a variety of communication channels to encourage people to take part. From organising and facilitating engagement events and focus groups, to creating digital content and sharing outcomes, you'll help ensure customer feedback drives continuous improvement.
As part of this role, you will regularly travel across the Borough of Rochdale to engage directly with customers and communities, therefore a full UK driving licence and access to a vehicle insured for business use is essential.
What You'll Be Doing
- Supporting the delivery of RBH's Customer Engagement plan
- Creating and delivering meaningful engagement opportunities for customers and our communities.
- Working collaboratively with customers and colleagues to improve services.
- Developing innovative ways for customers to influence, monitor and scrutinise service delivery.
- Building inclusive engagement approaches that encourage participation from a diverse range of customers.
- Facilitating meetings, workshops, focus groups and consultation activities.
- Creating engaging communications content across digital, social media and other channels.
- Monitoring engagement activity and outcomes, ensuring customers understand how their feedback has influenced decisions.
- Supporting colleagues across RBH to embed customer engagement and involvement into service delivery.
- Using insights and feedback to identify opportunities for service improvement.
About You
You'll be passionate about customer engagement and committed to ensuring people have opportunities to influence the services that matter to them. You'll bring:
- Experience in customer engagement, community engagement, customer service or a related field.
- Excellent written and verbal communication skills.
- Strong presentation and facilitation skills, with the confidence to engage a range of audiences.
- Experience of developing positive relationships with customers and stakeholders from diverse backgrounds.
- The ability to manage competing priorities and work effectively across multiple projects.
- Experience delivering and monitoring projects and initiatives.
- A creative approach to communications and engagement, including digital and social media platforms.
- Confidence using Microsoft Office applications, including Word, Excel and PowerPoint.
- Knowledge of customer engagement and participation principles within housing or related sectors.
- A genuine interest in customer engagement, service improvement and social impact.
- Awareness and understanding of the issues affecting customers and communities.
Why Join RBH?
This is a fantastic opportunity to be part of an ambitious programme of engagement at a time when the voices of our customers have never been more important. You'll help shape how RBH works with customers, ensuring their experiences and insights influence decision-making at every level. You'll join a supportive and passionate Customer Experience team where your ideas, enthusiasm and expertise will make a genuine difference to customers and communities across the Borough.
What Do We Have to Offer You?
- 30 days annual leave plus bank holidays
- Option to buy up to 5 additional days annual leave
- An additional 5 days annual leave after 5 years' service
- Business mileage reimbursement
- Pension scheme with employer contributions matched up to 8%; death in service benefit
- Flexible, smart working arrangements
- Healthcare cashback plan, virtual GP access and subsidised gym membership
- Employee Assistance Programme available 24/7
- Paid volunteering days
- Enhanced family-friendly policies
- Plus, so much more!
We encourage you to apply as soon as possible, as we review applications as they are received and we may close the advert earlier than indicated.
Diversity, Inclusion & Belonging
RBH is committed to creating an inclusive workplace where everyone feels valued, respected and supported. We operate a Guaranteed Interview Scheme for applicants who declare a disability, as defined by The Equality Act 2010, and meet the role's minimum requirements as set out in the advert and role profile.
Artificial Intelligence
We recognise that AI can be a useful tool when preparing applications. However, all information, examples and achievements included in your application must be truthful, accurate and based on your own experience.
The Company
Rochdale Boroughwide Housing Limited (RBH) is the UK’s first tenant and employee co-owned mutual housing society, with over 12,000 homes throughout the local area. As we’ve refocused our strategy back to our core housing role, we’ve taken the opportunity to work with our customers and colleagues to review and modernise the values that motivate us and will underpin everything we do. Our mutuality is focused on bringing genuine voice and influence to our customers and our colleagues in how we deliver our services.
Our Values
- Putting People First: We listen with empathy, respond with compassion, and make it easy for our customers to access our services.
- Doing What We Say: We earn trust through honesty, integrity, caring and keeping our promises.
- Working As One: We embrace our mutuality and work together to deliver great outcomes for the people living in our homes and communities.
- Delivering Quality: We invest wisely in our people and make it easy for them to deliver services and create places that our customers are proud to call home.
- Open & Transparent: We are curious, embrace diverse ways of thinking and seek feedback to help us improve.
The Benefits
- Buy additional annual leave
- Enhanced Pension Scheme
- Enhanced Maternity Pay
- Become part of a Mutual Organisation
- Two days paid volunteering
- Healthcare Cash plan & EAP Programme
Engagement Business Partner in Rochdale employer: RBH
RBH in Belfast is an exceptional employer that prioritises guest satisfaction and employee well-being. With flexible working hours, discounted hotel rates, and life insurance, we foster a supportive work culture that encourages personal growth and development. Join us to be part of a dynamic team where your passion for customer service can truly shine.
StudySmarter Expert Advice🤫
We think this is how you could land Engagement Business Partner in Rochdale
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at RBH. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like RBH before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Engagement Business Partner in Rochdale
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to RBH:Your cover letter is your chance to shine! Tell us why you want to work at RBH specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at RBH!
How to prepare for a job interview at RBH
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
