Albyn Housing Society Hybrid, Invergordon, Inverness
CUSTOMER VOICE AND ENGAGEMENT MANAGER
Are you passionate about putting customers at the heart of everything? Do you know how to turn insight into action - and make services better because of it?
We’re looking for an experienced and driven Customer Voice and Engagement Manager to join our Performance and Improvement team and help shape how we listen, communicate and engage with our customers, ensuring their voice helps shape the services we deliver.
Contract Terms: 35 hours per week (full time), Permanent
Salary: £56,536-£59,896, Grade D3-D1 (Salary placing will normally be at the first point of the scale)
Location: Inverness or Invergordon with hybrid working (weekly attendance to the office will be required)
Closing Date: Wednesday, 29th July 2026, 5pm
Interview Date: W/C 10th August 2026
About The Role
This is an exciting opportunity to play a key role in how we understand and engage with our customers across Albyn.
You will be the driving force behind our customer voice, making sure we don’t just listen - but act. From feedback and complaints insight to tenant participation and engagement, you will ensure customer experience shapes the way we deliver services every day and supports continuous improvement.
Leading a multi-disciplinary team covering customer involvement, customer insight, business services and marketing & communications, you will create a culture of customer focus, accountability and continuous improvement.
Working across Albyn Housing Society and Highland Residential, you will collaborate with colleagues at all levels - bringing together insight, communications and engagement to improve services and strengthen our reputation.
No two days will be the same. One day you might be analysing trends in customer feedback, the next shaping a new campaign or working with colleagues to redesign a service based on what customers have told us.
We’re looking for someone who…
Has experience in customer engagement, customer experience, communications or marketing - ideally in housing or another regulated service
Understands how to turn customer feedback and complaints insight into meaningful service improvement
Can develop and deliver engaging communications strategies and campaigns across a range of channels
Has experience leading people and working collaboratively across teams to deliver change
Is confident influencing others and championing the customer voice at all levels
Communicates clearly and confidently, whether that’s with customers, colleagues, or senior leaders
Enjoys working with data and insight to tell a story and drive change
About Albyn Housing Society
Albyn Housing Society is a progressive organisation with a commitment to providing high- quality, affordable homes across the Highlands. We are proud of our customer-first approach and are always looking for innovative ways to deliver value for money. Our values - Being Caring, Being Professional, and Being Adaptable - are at the heart of everything we do. As our Customer Voice and Engagement Manager, you’ll help bring those values to life through how we listen, engage, communicate and continuously improve.
Alternative Job Titles You May Have Had Are
Customer Experience Manager; Customer Insight Manager; Engagement & Communications Manager; Tenant Participation Manager; Voice of the Customer Lead
What We Are Offering
We value our employees and offer many benefits including but not limited to:
Hybrid working – ‘Hub, Home & Roam’
28 days annual leave entitlement plus 12 days business/public holidays
Development and training opportunities
Flexible working hours
Day one sick pay
Employee benefit discount scheme
Company pension scheme
Access to an employee assistance program available 24/7
Family friendly policies
Customer Voice and Engagement Manager in Dundee employer: Scottish Housing News
Shettleston Housing Association is an exceptional employer, dedicated to fostering a supportive and inclusive work culture that prioritises community engagement and development. With opportunities for personal growth through training and participation in strategic decision-making, board members can make a meaningful impact while enjoying the flexibility of in-person or online meetings. Located in Glasgow, this registered social landlord not only provides a rewarding experience but also allows individuals to contribute to the betterment of their local communities.
