At a Glance
- Tasks: Lead customer engagement and communications to enhance community involvement and service improvements.
- Company: Westfield Housing Association, dedicated to making a positive impact in local communities.
- Benefits: Generous annual leave, pension contributions, and a supportive work environment.
- Other info: Collaborative culture with opportunities for personal and professional growth.
- Why this job: Make a real difference in local communities and influence service delivery.
- Qualifications: Experience in customer engagement, strong communication skills, and project management abilities.
The predicted salary is between 35128 - 42934 £ per year.
Westfield Housing Association is looking for an enthusiastic and people-focused Customer Engagement & Communications Officer who is passionate about making a positive difference in local communities and ensuring customers have a real influence on the services they receive. This new role will lead customer engagement, consultation and communications activities, helping to strengthen customer involvement in decision-making, drive service improvements and build strong relationships across our communities.
Main Responsibilities
- Lead customer engagement activities, consultations, and events.
- Support and develop the Customer Panel and other resident involvement opportunities.
- Collect, analyse, and report on customer feedback and satisfaction data.
- Create and manage customer communications, including newsletters, website content, social media updates and customer information materials.
- Manage complaints and compliments processes and use lessons learned to improve services.
- Promote positive community stories, achievements, and social value outcomes.
- Support community projects and oversee the Neighbourhood Investment Fund.
- Line manage two Customer Service/Administration Assistants (one full-time employee and one apprentice).
What We're Looking For
We’re looking for someone with experience, (professional or voluntary), engaging with customers and residents, gathering and analysing feedback, and turning insight into meaningful service improvements. Strong communication skills are essential, with the ability to create eye-catching content across digital and traditional channels, build positive relationships, and work collaboratively with a wide range of stakeholders.
The ideal candidate will be organised, proactive and confident managing multiple projects, events and priorities, with experience of complaints handling, community engagement, customer consultation or service improvement activities. Previous experience in social housing, community development or customer engagement is desirable, along with the ability to motivate and support others through effective people management. We are looking for someone who shares our commitment to excellent customer service, equality, inclusion and continuous improvement.
What Makes This Role Attractive
- Opportunity to influence service delivery and community outcomes.
- Chance to make a visible impact within local communities across West Cumbria.
- Supportive and collaborative working environment.
- Strong benefits package including:
- 25 days annual leave (rising to 30 with service)
- Buy/sell annual leave scheme
- Bank holidays plus three additional days at Christmas/New Year
- Social Housing Pension Scheme with employer contributions up to 15%
Westfield Housing Association
Minto Centre
Nilsson Drive
Westfield
Workington
CA14 5BD
Customer Engagement and Communications Officer in Workington employer: Westfield Housing Association
Westfield Housing Association is an exceptional employer dedicated to making a positive impact in local communities. With a supportive and collaborative work environment, employees enjoy a strong benefits package, including generous annual leave and a robust pension scheme. This role offers the unique opportunity to influence service delivery and community outcomes, making it a rewarding place for those passionate about customer engagement and social value.
Contact Details:
Westfield Housing Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement and Communications Officer in Workington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Westfield Housing Association. 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 Westfield Housing Association 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 Customer Engagement and Communications Officer in Workington
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 Westfield Housing Association:Your cover letter is your chance to shine! Tell us why you want to work at Westfield Housing Association 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 Westfield Housing Association!
How to prepare for a job interview at Westfield Housing Association
✨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.
