Customer Involvement

3 weeks ago


Liverpool, United Kingdom The Riverside Group Full time

**Job Title**:Customer Involvement & Engagement Office

**Contract Type**:Secondment (6 Months)

**Salary**:£27,186.53 (£29,943.77 is achieved after 12 months successful performance in the role)

**Working Hours**:35 hours per week

**Working Pattern**:Flexible working

**Location**:Liverpool / Hybrid

**Why Riverside?**

At Riverside, we’re a housing association with a difference - enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

**Working with us, you’ll enjoy**:

- Competitive pay & generous pension
- 28 days holidays plus bank holidays (Full Time Equivalent).
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits

**The difference you will make as Customer Involvement & Engagement Office.**

You will be working with the Customer Involvement & Engagement team to lead on key activities to engage with customers and the communities in which we work, ensuring that the ‘customer voice’ is heard throughout the business, and informs our service design and delivery. Work with the Customer Involvement & Engagement team in the delivery of customer involvement and engagement activities to meet the regulatory standards and together with Tenants commitments, striving to deliver a ‘best in class’ customer engagement service.

**About you**

We are looking for someone with a proven track record of delivering a high-quality customer engagement function, preferably within the housing sector. You are customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.

**Role Profile**
- Work with the Customer Involvement & Engagement team to lead on key activities to engage with customers and the communities in which we work, ensuring that the ‘customer voice’ is heard throughout the business, and informs our service design and delivery.
- Work with the Customer Involvement & Engagement team in the delivery of customer involvement and engagement activities to meet the regulatory standards and Together with Tenants commitments, striving to deliver a ‘best in class’ customer engagement service. Work with customers to undertake regular assessments of our performance against the standards with recommendations for continuous improvement.
- Take a lead, as directed by the Customer Involvement & Engagement Manager, on key aspects of the Customer Engagement Framework. Adopt an outcome focused approach in the design of activities to capture learning from customer feedback, ensuring customer-centric service design that delivers a great customer experience. Report on outcomes with recommendations for continuous improvement.
- Support the delivery of the Customer Communication Strategy, taking a balanced approach to informing and listening, utilising a range of communication methods that are engaging and easily accessible for our customers. Develop customer stories and testimonials to promote customer engagement opportunities and outcomes that will help grow our national network of involved customers.
- Work with the team to grow our involved and engaged customer groups across the business, from a range of tenures and representative of our customer profile.
- Support the development of customer engagement forums that are representative of key protected characteristics to create customer centric, inclusive and equality assessed services.
- Take the lead in facilitating and moderating customer engagement activities to support customer journey mapping with customers to understand the key pain points within processes, making recommendations to business leads on potential improvements.
- Support the delivery of a customer learning and development plan, tailored to individual requirements and preferences, which builds knowledge and capability to ensure they can participate fully as equal partners.
- Take a ‘value for money’ approach to the design and delivery of customer involvement and engagement activities, demonstrating the return on investment through value added outcomes.
- Represent the Group as directed by the Customer Involvement & Engagement Manager at relevant benchmarking forums, meetings with professional bodies and other external stakeholder groups where attendance provides an opportunity to learn from others and progress organisational strategic objectives

**Person specification**

**Essential**:

- Demonstrable commitment to Our Riverside Way values.
- Proven track record of delivering a high-quality customer engagement function, preferably within the ho



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