Assistant Director, Customer Insight
2 months ago
Are you a Strategic leader that will drive forward a "Voice of the Customer" approach and use insights to deliver action and change across all channels ?
If so, then our Assistant Director Customer Insight & Engagement post is for you.
Location: Durham or Ashington Offices
Contract: Permanent
Hours: 37 per week
Salary: Circa £75 - £78k per annum (dependent on skills and experience)
Closing Date: 5pm on Wednesday, 31 July 2024
Expected interview date: 8 August 2024
About the role:
- We're looking for an exceptional, talented strategic leader who will drive forward a "Voice of the Customer" approach across Bernicia which ensures a culture of putting the tenant at the heart of everything we do, developing the delivery of strategies, plans, policies, and procedures
- Develop strong insight channels and support turning insight into action.
- Lead accountability for ensuring tenant involvement and customer insight frameworks meet the required statutory/regulatory obligations.
- Identify and advise on consumer regulation requirements, design and implement compliance plans, ensuring compliance with statutory, regulatory, and good practice commitments. In doing so work closely and collaboratively with corporate governance colleagues to ensure respective accountabilities are clear and acted upon.
- Pursue, deliver, and demonstrate excellence in the way we listen, learn, interact, and transact with our customers to ensure the consistent delivery of effective services.
- Set the strategy for the Tenant Engagement approach, ensuring flowing into and out of governance and decision-making arrangements. Develop a clear service offer and commissioning cycle for your teams ensuring outputs achieve cost, quality and time.
- Develop a suite of customer insight products/reports and a clear reporting framework for sharing feedback from customers to Board, and senior leadership teams.
- Lead external scanning and networking outside Bernicia to influence and improve our approach to learning from customer insight. Contribute to raising Bernicia's profile, developing a network of suitable contacts amongst organisations and individuals likely to assist in achieving Bernicia's vision.
About you:
You will need:
- Professionally qualified to degree level or equivalent professional experience/ qualifications
- Change management or customer service qualified
- Experience of formulating strategies and plans and developing and delivering a high performing service, successfully implementing service improvement activity in response to customer feedback
- Experience of budget setting and control, business planning and performance management
- Experience of working collaboratively across teams and functions and of managing complex projects and programmes
- Excellent senior level stakeholder management and influencing skills, to effectively partner with and manage internal and external relationships. Able to influence others positively through consistently communicating with impact and presence at all levels in the organisation
- Strong leadership that creates purpose and supports the vision and values of the organisation
- Strong analytical skills with the ability to interpret and use insight and data in order to make sound, timely and intelligence-based decisions
- Relatable communication skills including written and verbal plus the ability to deliver presentations to a range of audiences
- Knowledge of social housing sector and different customer groups
The Benefits:
- 28 days annual leave + bank holidays
- Working from home opportunities; where applicable to your post.
- Make big savings on day to day expenses with discounts on shopping, groceries, holidays and days out through our Bernicia Own Benefits platform
- Generous pension scheme
About us:
- We're all about helping people in need of housing. We believe a good home makes lots of other things possible, so we provide great homes and services that do just that.
- We've built Bernicia to be a business that people want to be a part of. We're one of the North East's largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers.
- Everything about Bernicia is people focused, that's why we've held the Investors in People Gold Award since 2010.
- We operate within a set of simple, but effective values, which blend perfectly to create our unique 'Bernicia Way' culture. This ensures we are customer focused, through working together, respecting each other, being accountable for our actions and demonstrating integrity and leadership.
Please note you will be required to drive for business.
You will therefore be required to hold a current and valid driving licence.
For more information regarding this role, please contact:
Kirstie Kelly on
We reserve the right to close this vacancy earlier than advertised, should we receive a large volume of applications.
________________________________________________________________
The Group is fully committed to the promotion of equal opportunities and we particularly welcome applicants from groups who are currently under represented at Bernicia.
-
Sales Director
3 days ago
Ashington, Northumberland, United Kingdom Workforce Staffing Ltd Full timeJob Title: Sales DirectorJob Summary:We are seeking an experienced Sales Director to join our team at Workforce Staffing Ltd. As a Sales Director, you will be responsible for driving sales growth and expanding our market share in the large class machinery sector.Key Responsibilities:Develop and implement sales strategies to penetrate new accounts and expand...
-
Head of Customer Contact Centre
2 months ago
Ashington, Northumberland, United Kingdom Bernicia Full timeAre you a customer centric leader with a proven track record of high performance delivery of customer experience and complaints across digital and telephony channels?If so, then our Head of Customer Contact Centre post is for you.Location: Durham or AshingtonContract: PermanentHours: 37 per weekSalary: £68,344 per annum, inclusive of car allowances and...
-
Customer Service Specialist
2 weeks ago
Ashington, Northumberland, United Kingdom Smart Recruitment Solutions Yeovil Full timeCustomer Service Specialist Automotive Sector, Competitive Salary with Benefits, Full-time Position, Driver's License Required.We are looking for a passionate and customer-focused Customer Service Specialist to become a key member of our enthusiastic team. In this position, you will deliver outstanding service to our esteemed clientele, ensuring their...
-
Secondary SEMH Support Assistant
2 weeks ago
Ashington, Northumberland, United Kingdom GSL Education Full timePosition Overview Job Title: Secondary SEMH Support Assistant Pay Rate: £75 - £100 per day About GSL Education: GSL Education is committed to linking enthusiastic educators with educational institutions throughout the UK. We recognize the transformative potential of education and strive to assist both students and educators in reaching their...
-
Property Management Assistant
2 months ago
Ashington, Northumberland, United Kingdom Bernicia Full timeProperty Management AssistantLocation: Cheviot House, Beaminster Way East, Kingston Park, NE3 2ERContract: Permanent Hours: 40 Hours Per WeekSalary: £23,861 pa plus Commission Closing Date: 5pm 23rd August 2024 Are you passionate about delivering excellent customer service in a property management role and looking for a new opportunity? Then you may be...
-
Assistant Headteacher/SENCo
4 weeks ago
Ashington, Northumberland, United Kingdom Outcomes First Group Full timeRole: Assistant Headteacher - SENco Location: Buzz Learning, Ashington, NorthumberlandSalary: Upto £40,000 per annum dependent on qualifications and experience)Hours: Monday to Friday (8.30am - 4pm, Term Time Only)Join our team at Buzz Learning We established in 2004 and are firmly rooted in our local community and committed to providing education and...
-
Living Housing Assistant
2 months ago
Ashington, Northumberland, United Kingdom Bernicia Full timeBernicia Living – Housing AssistantLocation: AshingtonContract: Temporary – 10 Months / Maternity CoverHours: 37 per week (Mon-Fri)Salary: £26,305 per annum (inclusive of car allowance)Closing Date: Monday 29th July at 5PM An opportunity has arisen for a Housing Assistant to join our Bernicia Living Team based at Head Office in Ashington. About the...
-
Primary SEMH Support Assistant
2 weeks ago
Ashington, Northumberland, United Kingdom GSL Education Full timePrimary SEMH Support AssistantLocation: AshingtonSalary: £75 - £100 per dayContract: Full time/Part TimeAre you committed to positively impacting the lives of young learners with Social, Emotional, and Mental Health (SEMH) challenges?GSL Education Ashington is in search of a motivated and passionate Primary SEMH Support Assistant to become a vital part of...
-
Primary SEMH Support Assistant
2 weeks ago
Ashington, Northumberland, United Kingdom GSL Education Full timePosition: Primary SEMH Support AssistantLocation: AshingtonSalary: £75 - £100 per dayContract Type: Full-time/Part-timeAre you committed to enhancing the educational experience of young learners with Social, Emotional, and Mental Health (SEMH) challenges?GSL Education Ashington is on the lookout for a compassionate and motivated Primary SEMH Support...
-
Pharmacy Dispensing Assistant
3 days ago
Ashington, Northumberland, United Kingdom Brackenberry Full timeWe are working closely with a local authority to assist with the appointment of a Pharmacy Dispensing Assistant on a temporary contract, likely to be extended at the client's discretion. Please submit your CV for consideration.Rate of Pay: £14.78 per hourResponsibilities:Deliver efficient dispensary operations and minimize dispensing lossesEnsure accurate...
-
Secondary SEMH Support Assistant
2 weeks ago
Ashington, Northumberland, United Kingdom GSL Education Full timeSecondary SEMH Support AssistantLocation: Northumberland Salary: Competitive Daily Rate Contract Type: TemporaryGSL Education is seeking a dedicated Secondary SEMH Support Assistant to join our team. This position is designed for individuals who are passionate about supporting students facing social, emotional, and mental health (SEMH) challenges.In this...
-
Catering Assistant
3 days ago
Ashington, Northumberland, United Kingdom Northumbria Healthcare NHS Foundation Trust Full timeJob SummaryWe are seeking a skilled Catering Assistant to join our team at Wansbeck General Hospital. The successful candidate will be responsible for providing exceptional food service to patients, visitors, and staff.Main ResponsibilitiesThe Catering Assistant will be responsible for:Receiving, checking, and storing food and supplies in a timely and...
-
Primary SEMH Support Assistant
2 weeks ago
Ashington, Northumberland, United Kingdom GSL Education Full timePosition: Emotional and Mental Health Teaching Aide (Primary)Location: AshingtonSalary: £75 - £100 per dayContract Type: Full-time/Part-timeAre you committed to enhancing the educational experiences of young learners with Social, Emotional, and Mental Health (SEMH) challenges?GSL Education Ashington is in search of a motivated and compassionate Emotional...
-
Sales Assistant
3 weeks ago
Ashington, Northumberland, Northumberland, United Kingdom Cooplands Part timeRole: Cooplands Sales Assistant Location: Ashington, NE63 0XEHours: Part-Time / 16 Hours Available / Permanent Hourly Rate: £11.75 above 21 | £10.00 aged 18-20 | £7.15 aged 17 |£6.60 aged 16Company: Cooplands Bakery What will my role look like? We are looking for friendly and dedicated sales assistants who can provide outstanding customer service to join...
-
P/T Educators for Children with Special Needs
2 weeks ago
Ashington, Northumberland, United Kingdom UKCIL Full timeJob Reference (acf77fb9) Independent Educational Support SpecialistWe are seeking a dedicated Independent Educational Support Specialist to provide tailored educational assistance for a young child who will be educated outside of the traditional school environment due to complex healthcare requirements. This role involves supporting a 9-year-old boy with an...
-
Subway Team Member
1 month ago
Ashington, Northumberland, United Kingdom Asda Express Full timeJoin Our Team as a Sandwich ArtistLocation: Ashington, NorthumberlandHours: Part-Time Available / Permanent PositionHourly Rate: £12.04Company: Asda ExpressTeam Member Role:We are seeking friendly and committed individuals to provide excellent customer service at our Subway store. As a team member, you will engage with customers, offer a quick and friendly...
-
Bus Driver Career Opportunity
21 hours ago
Ashington, Northumberland, United Kingdom Arriva Northumbria Limited Full timeJob Description**About the Role**We are seeking a highly skilled and customer-focused Bus Driver to join our team at Arriva Northumbria Limited. As a Bus Driver, you will play a vital role in connecting our customers to what matters to them, while ensuring their safety and satisfaction.Key Responsibilities:Deliver exceptional customer service, building...
-
Trainee Bus Driver
19 hours ago
Ashington, Northumberland, United Kingdom Arriva Northumbria Limited Full timeBus Driver at Arriva Northumbria LimitedWe are seeking a highly motivated and customer-focused individual to join our team as a Trainee Bus Driver. As a key member of our team, you will play a vital role in ensuring the safe and efficient transportation of our passengers.**Key Responsibilities:**Operate a bus in a safe and efficient manner, adhering to all...
-
Coffee Shop Attendant
2 weeks ago
Ashington, Northumberland, United Kingdom EG Group Full timePosition: Starbucks Coffee Shop AttendantLocation: Ashington, NE63 0XF Work Schedule: Part-Time / Permanent Compensation: £11.75 for individuals over 21 | £10.00 for ages 18-20 | £7.15 for age 17 | £6.60 for age 16 Incentive Program: Quarterly Bonus Scheme Employer: EG Group Note: Please be aware that this role is within a food service environment, which...
-
Coffee Shop Associate
2 weeks ago
Ashington, Northumberland, United Kingdom EG Group Full timePosition: Coffee Shop AssociateLocation: Ashington Work Schedule: Part-Time / Permanent Compensation: £11.75 for individuals over 21 | £10.00 for ages 18-20 | £7.15 for 17-year-olds | £6.60 for 16-year-olds Incentive Program: Quarterly Bonus Scheme Company: EG Group Note: As this role is within a food service environment, there may be potential exposure...