At a Glance
- Tasks: Lead customer engagement initiatives and amplify diverse voices in decision-making.
- Company: Thirteen Group, committed to equality, diversity, and inclusion.
- Benefits: Competitive salary, generous annual leave, pension contributions, and health support.
- Other info: Flexible working environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by shaping services with customer insights and community involvement.
- Qualifications: Experience in customer engagement and a passion for championing diverse voices.
The predicted salary is between 45666 - 45666 € per year.
Join us as a Customer Engagement Lead at Thirteen Group! Are you passionate about amplifying customer voices and driving meaningful change? We’re looking for a driven and experienced Customer Engagement Lead committed to equality, diversity and inclusion, ensuring the customer voice is at the heart of services.
Role Overview
This is a roam role, working at least three days a week from our office at Hudson Quay in Middlesbrough, but also out in the community engaging directly with customers. You must be flexible to come into the office more frequently as required.
Benefits
- Salary £45,666 per annum
- Annual leave starting at 28 days, increasing to 31 days after three years, plus a day off on your birthday and bank holidays
- Pension up to 17% contributions (flexible contribution rates of up to 7% colleague and up to 10% employer)
- Simply Health – savings on common health expenses and access to wellbeing support services
- T’dar Discount and Reward platform – savings on everyday brands
- Opportunities to buy and sell annual leave
Key Responsibilities
- Lead customer engagement and involvement work to encourage more customers to get involved and shape decisions, review services, and hold us to account.
- Design and deliver interesting and inclusive engagement programmes using a mix of digital, face‑to‑face, and community‑based activities that reflect diverse customer needs.
- Lead a small team, supporting them to deliver high‑quality engagement activities and embed learning across the organisation.
- Use feedback to tell the customer story, influence service design and continuous improvement, and report on the real impact of customer voice.
- Work with community groups, partners, and voluntary organisations to widen engagement reach and bring forward a wider representation of voices.
Qualifications
- Passionate about championing the customer voice with hand‑on experience in customer engagement, community development or housing services.
- Creativity, initiative, and a genuine commitment to ensuring customer voices are heard and reflect the communities we serve.
- Understanding of customer involvement frameworks and regulator expectations.
- Experience managing people, volunteers, or community networks is an advantage.
- Excellent relationship building across diverse audiences, facilitation, and influencing skills; empathetic, approachable, and listening deeply.
- Confident with data, able to translate findings into actionable insights and recommendations.
Employment Information
As part of our hiring process, if you’re successful we’ll need to verify your right to work in the UK. Unfortunately, we are not a Skilled Worker Sponsoring Employer at this time.
Customer Engagement Lead (Customer Voice / Involvement) employer: Thirteen Group
Thirteen Group is an exceptional employer that prioritises equality, diversity, and inclusion, making it a perfect fit for those passionate about amplifying customer voices. With a supportive work culture, generous benefits including up to 31 days of annual leave and a robust pension scheme, employees are encouraged to grow and thrive in their roles. The opportunity to engage directly with the community from our vibrant Hudson Quay office in Middlesbrough adds a unique advantage, allowing you to make a meaningful impact while developing your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Lead (Customer Voice / Involvement)
✨Tip Number 1
Get to know the company inside out! Research Thirteen Group's values, mission, and recent projects. This way, when you chat with them, you can show off your knowledge and passion for amplifying customer voices.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend community events where Thirteen Group is involved. Building relationships can give you insider info and might just land you a referral.
✨Tip Number 3
Prepare for the interview by practising common questions related to customer engagement and community involvement. Think about your past experiences and how they align with the role – storytelling is key!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Engagement Lead (Customer Voice / Involvement)
Some tips for your application 🫡
Show Your Passion:Let us see your enthusiasm for amplifying customer voices! In your application, share specific examples of how you've engaged with customers in the past and the impact it had. We love to hear about your commitment to equality, diversity, and inclusion.
Tailor Your Application:Make sure to customise your CV and cover letter to reflect the key responsibilities and qualifications mentioned in the job description. Highlight your experience in community development and customer engagement, so we can see how you fit into our mission.
Be Authentic:We want to get to know the real you! Don’t be afraid to let your personality shine through in your written application. Share your unique perspective on customer involvement and how you would approach engaging with diverse communities.
Apply Through Our Website:To make sure your application gets to us, apply directly through our website. It’s the best way to ensure we receive all your details and gives you a chance to explore more about our values and culture!
How to prepare for a job interview at Thirteen Group
✨Know Your Customer Engagement Stuff
Make sure you brush up on customer engagement strategies and frameworks. Be ready to discuss how you've successfully amplified customer voices in the past, and think of specific examples that showcase your creativity and initiative.
✨Show Your Passion for Inclusion
This role is all about equality, diversity, and inclusion. Prepare to share your thoughts on how to ensure diverse customer voices are heard. Think about how you can design inclusive engagement programmes that reflect the communities you serve.
✨Demonstrate Leadership Skills
As a Customer Engagement Lead, you'll be managing a small team. Be prepared to talk about your experience in leading teams or community networks. Highlight your relationship-building skills and how you've supported others to deliver high-quality engagement activities.
✨Be Data-Savvy
You’ll need to translate data into actionable insights. Brush up on your data analysis skills and be ready to discuss how you've used feedback to influence service design and improve customer experiences in previous roles.
