Customer Voice Officer

4 weeks ago


Walsall, United Kingdom whg Full time

**Contract: Full Time, Permanent, 37 hours per week**

**Closing Date:30 July 2023**

**Interview Date: Week Commencing 7 August 2023**

We have an exciting opportunity for a Customer Voice Project Officer.

You will be shaping the customer facing services by delivering a customer voice model This will provide our customers the opportunity to engage across a wide range of engagement methods.

**Main job responsibilities**:

- Modern and inclusive approaches to customer involvement and embed this across the organisation.
- Grow the number and underrepresented voices of customers who are actively involved in shaping customer facing services.
- Manage the customer experience of being an involved customer.
- Champion customer involvement in service improvement and co-design. Support, and advise the organisation to use involvement methodology that is modelled around our diverse customer base.
- Work alongside colleagues within performance and insight team to co-deliver programmes and opportunities for customers to have influence.
- Provide and report against an inclusive menu of engagement which is a framework to listen to our customers and engage them in the way that works for them.

**We're looking for someone who has**:

- Understanding of regulatory requirements for customer involvement and scrutiny.
- Development of surveys and other methods of engagement.
- Experience of analysis of feedback and insight from consultations.
- Previous experience reporting outcomes.
- An awareness of formal and informal structures for engagement and governance advice.
- An understanding of social housing and or community development.

**What’s in it for you?**

In return, you will receive a competitive salary, 27 days annual leave (plus Christmas shut down), a defined benefit pension scheme, health cash plan, a range of shopping and leisure discounts.

We are output focused and flexible and believe in giving colleagues the right balance of autonomy and support to enable them to work to their full potential. Despite the high expectation for performance and delivery, we are committed to ensuring colleagues have a healthy work-life balance and able to work in agile ways which support them.

**About us**

Our People Strategy presents a clear picture of how we will achieve our Corporate Plan aim, ‘Be an exceptional place to work that **attracts**, **develops** and retains **talent’. **The Strategy focuses on three key themes that help us support our colleagues to **make a difference** to our customers, the communities we serve and to themselves.

It is important to us that we have a diverse workforce, representative of the communities we serve. Equality, diversity and inclusion (EDI) to us means colleagues living our values, dedicated to doing the right thing and exercising good judgement. This will encourage a culture where all can thrive, acknowledging that everyone is different; what matters to us is that everyone can come to work and feel comfortable to be themselves.

We are proud to be accredited as a Disability Confident Employer and ensure that disabled people and those with long term health conditions have the opportunity to fulfil their potential and realise their aspirations while working with us. We want to make it clear that we welcome disabled applicants for all our roles. If in doubt look out for the Disability Confident logo.

We will ensure that our recruitment process is inclusive and accessible, and we will interview applicants with a disability if they meet the essential criteria for a role. We will also support existing colleagues with a disability or long-term health condition enabling them to stay in work, making reasonable adjustments if necessary.

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