Customer Engagement Officer

Customer Engagement Officer Customer Engagement Officer £31,960.06 per annum Northallerton (Agile) Full Time – 37 hours Permanent Closing Date - Friday 25th October Do you have a passion for engaging with people and ensuring their voices are heard? Are you a creative thinker with strong communication skills, capable of managing multiple tasks in a fast-paced environment? If you're enthusiastic about making a difference in the community and have experience in customer engagement, we'd love to hear from you! The Role As a Customer Engagement Officer, you will be at the forefront of our efforts to engage and involve customers in the development of our services. Your role will include planning and delivering a range of customer events, identifying innovative ways to involve under-represented groups, and ensuring diverse voices are heard. You will work collaboratively with various teams to improve customer communication and insight, manage volunteer processes, and support our customer engagement framework. What You'll Be Doing: Key Responsibilities: • Event Planning and Delivery: Lead the planning, organisation, and delivery of customer events such as consultations, focus groups, forums, and community action days, both in-person and digitally. • Innovative Engagement: Identify and implement new and creative ways to involve more customers in policy and service development, especially engaging with under-represented and hard-to-reach groups. • Training and Support: Facilitate or provide training, guidance, and support to customers, empowering them to participate at their chosen level across a range of engagement opportunities. • Collaborative Projects: Partner with colleagues on projects to involve and consult with customers on various issues, ensuring their feedback is integral to service improvement. • Promote Engagement: Foster partnership working between teams, residents, and relevant agencies to enhance communication with residents and provide better opportunities for feedback. • Administrative Support: Provide efficient administration and governance support, coordinating the Customer Scrutiny Panel and ensuring customers with additional needs are fully supported. • Volunteer Management: Oversee the administration of customer volunteers, including digital volunteers and community volunteer groups, ensuring effective coordination and support. • Cross-Functional Collaboration: Work collaboratively with the Customer Complaints Officer and Digital Communications Officer to ensure consistent delivery of customer experience and share best practices. Who We're Looking For: • Communication Skills: Well-developed written and verbal communication skills, with the ability to convey information clearly and effectively. • Problem Solving: Proficient in problem analysis, capable of assessing solutions, and making sound decisions to address challenges. • Creative Thinking: A great creative thinker with the ability to develop innovative solutions and approaches to engage customers. • Analytical Skills: Good analytical abilities, able to understand and assimilate issues quickly, with a keen eye for detail. • Relationship Building: Skilled at building successful professional relationships with customers and colleagues, fostering a collaborative and supportive environment. • Interpersonal Skills: Strong interpersonal skills, able to establish and maintain positive relationships, and persuade others to take relevant actions. • Events Experience: Experience in delivering customer consultation events or similar activities, ensuring effective engagement and feedback. • Customer Insight: Ability to take customer data and collate it into information that generates actionable customer insights for service improvement. • Customer Engagement Knowledge: Awareness of the culture of customer engagement and customer insight within the social housing context, and current developments in this area. • Risk Assessment: Understanding of risk assessment and safeguarding principles, ensuring the safety and well-being of all participants. • Regulatory Knowledge: Detailed knowledge of housing officer requirements and social housing consumer regulation, ensuring compliance with relevant standards. What We Offer: • Competitive Salary: A role that offers a competitive salary reflective of your experience and skills. • Professional Development: Opportunities for continuous learning and development to enhance your skills and advance your career. • Varied Work: You will have the opportunity to work across multiple schemes and sites throughout Broadacres and North Yorkshire. • Supportive Environment: Work in a team that values your contributions and provides opportunities for personal and professional growth. • Meaningful Work: Make a real impact by ensuring that customer voices are heard and considered in all aspects of our service delivery. • Extra Perks: Celebrate your birthday with an extra day off, plus increased leave for long service. • Pension Plan: Benefit from our Defined Benefit Pension Scheme and Life Assurance. • Agile Working: Enjoy flexible working arrangements. • Comprehensive Benefits: Additional perks to support your wellbeing, including our EAP service. Why Join Us? We are a successful, innovative, not-for-profit organisation committed to providing top-tier services to our clients. Our aim is to ensure customers receive first-class support to live independently and with dignity. We are an equal opportunities employer and welcome applications from all community sectors, especially individuals underrepresented in our organisation. Please note: This vacancy may close before the advertised closing date if sufficient suitable applications are received. We will be interviewing as applications come in, so apply early to avoid disappointment! This role may suit candidates who have experience of working within roles such as: Neighbourhood Officer, PCSO, Community Outreach, Youth Worker or Community Engagement