Customer Engagement Coordinator

3 weeks ago

Leeds, United Kingdom Yorkshire Housing Limited Full time

**Here at Yorkshire Housing, our customers are at the heart of everything we do. So we really value their input, to help us drive change and provide the best service.**

**Which is why we set up our Customer Voice and Review Committee (CVRC), a group of customers who represent our diverse communities and make sure their voices are heard.**

**They get involved in projects around the business, review our services and processes, track our progress and generally keep up to date with all things social housing.**

They are a great bunch, and so we need a great superstar to support them as our Customer Engagement Coordinator Someone who can provide direct coordination support to ensure they are effective.

That’s not all, you’ll be supporting all strands of customer insight and engagement, ensuring feedback is used to drive tangible improvements in our service delivery.

If you have a passion for listening to customers, being super organised and can communicate at all levels to get stuff done, then this could be the role for you

**What we’re all about**

Here at Yorkshire Housing our customers are at the heart of what we do - we call it being customer obsessed.

In a nutshell we own and manage nearly 20,000 homes (and counting) across Yorkshire, and our mission is to make it possible for our customers to have a place they’re proud to call home.

We have huge growth plans, and that means we need someone who can ensure we are listening to our customers and enabling them to feedback effectively - is that where you come in?

**What you’ll be getting up to**

You’ll be supporting the Customer Voice and Review Committee to help them in their roles, and embedding customer voice in all service activities and areas.

We have group for our involved customers called ‘Your Voice Matters’, so you’ll need to support, maintain and promote this group to maximise engagement, and work with the engagement team to keep our customers up to date via various communication methods.

Using Facebook and other engagement tools, you’ll gather insights and data to continually improve our customer engagement offer, and ensuring feedback is targeted and we reach as many customers as possible.

Regular meetings and focus groups will need your support, taking notes and arranging dates etc, so if you love organising this role could be for you

We also need someone who can analyse our CRM, customer surveys and other reports and audits to really get an understanding of customer experience and feed this back to the business.

As you can imagine, the full job description includes lots more detail so do check it out.

**Sounds good? So what do we need from you**

The answer is simple - if you are hardworking, focussed and ready for a new challenge, we would love to hear from you.

The below would also be great:

- Experience of coordinating and facilitating meetings and events.
- Experience of administration tasks, including communicating through all channels and minute/note taking.
- Experience of analysing, interpreting and presenting data, whether quantitative or qualitative.
- Experience of working to deadlines, multi-tasking and coordinating activities and events.
- Adept in use of social media to engage with customers and obtain feedback.
- Excellent communication and interpersonal skills, including great telephone skills.
- Experience of presenting information to engaged groups and internal and external stakeholders, both face to face and via digital platforms.
- Eagerness to develop own skills and adapt to change.
- Personal values and approach that align with Yorkshire Housing’s values.
- Ability to work flexibly in line with Hub, Home and Roam principles, including working some evenings as required.
- An understanding of Equality, Diversity and Inclusivity and how this is applied through our service to customers and colleagues.
- Proficient in the use of ICT systems and Microsoft packages.

**It would be a bonus if you had**:

- Experience of working in the social housing sector.
- Experience of working with customer groups using a variety of engagement methods.
- Experience of using customer segmentation to channel effective feedback and insight

Experience of social housing consumer regulation.

**Full details and requirements can be found on the attached job description.**

**What’s in it for you?**

In return, we offer a salary of **£24,703.47 **per annum, for 35 hours per week, 25 days annual leave (rising annually to 30 days) plus Bank Holidays.

We also work (truly) flexibly, and believe work is something you do, not somewhere you go.

But that’s not all. We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we’ll match your contributions up to 9%, just to name a few.

Our people’s health and wellbeing is one of our top priorities, and

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