Customer Voice Officer

7 months ago

SouthendonSea, United Kingdom Estuary Housing Association Full time

**Join Our Team as a Customer Voice Officer**

Are you dedicated to providing exceptional customer service, amplifying residents' voices and fostering engagement? Do you thrive on effective communication and collaboration with various stakeholders? If yes, we want you to be a part of our team

**Role Overview**:
As a Customer Voice Officer, you'll work closely with partners to elevate engagement initiatives and back our Resident Voice and Influence Panel. Your key responsibility will be to breathe life into our Communication and Engagement Strategies through proactive execution.

**Key Responsibilities**:

- Ensure customer voice is heard and prioritised within Estuary.
- Foster positive partnerships with customers and stakeholders to drive effective engagement.
- Collaborate with stakeholders to identify and monitor social value initiatives.
- Support the Resident Voice and Influence Panel (RVIP) in their role, including scrutiny reviews and performance monitoring.
- Assist in delivering consultations and surveys, analysing data and presenting transparent feedback.
- Work with key partners to continuously develop customer engagement strategies.
- Implement and enhance the Customer Engagement and Communications Strategies.

**What We're Looking For**:

- Strong communication skills with meticulous attention to detail.
- Excellent interpersonal skills with a focus on customer care.
- Proficient in MS Office with excellent organisational and administrative abilities.
- Creative with a keen eye for design.
- Ability to summarise data and present information effectively.
- Knowledgeable about data protection and industry regulations.
- Proven experience in a customer-facing environment with multitasking abilities.
- Solution-focused with a "can do" attitude.
- Proficiency in marketing and communication channels, including social media.
- Experience in working within a performance management framework.
- Demonstrates accountability, responsibility and a commitment to organisational values.

**Desirable**:

- Proficient in Adobe Creative Suite (InDesign, Illustrator, and Photoshop).
- Good knowledge of the Housing Sector and engagement concepts.

**Rewards & Benefits**

We offer a range of benefits including an excellent pension scheme, healthcare cash plan, Cyclescheme and season ticket loans. Further to this you can expect generous holiday and paid leave allowances, tailored induction programme and fantastic ongoing training and development opportunities.

**Values-Based Recruitment**

**Estuary has a value-based recruitment policy which means our selection process is aligned with our core values of Respect, One Estuary, Accountable and Responsible.**

**Safeguarding & Recruitment**

Estuary is committed to safeguarding and practices safer recruitment standards and expects all staff to share the commitment to safeguarding children and people with care and support needs.

**Estuary is Inclusive**

At Estuary, we're committed to embedding equality and diversity at the heart of our work. We aim to be an inclusive organisation, where individual differences are respected, where staff, people who use services, as well as their families and carers, are treated with dignity and on the basis of their merits, abilities and needs, and where everyone has a fair opportunity to fulfil their potential without suffering discrimination or disadvantage.

**Anonymous Shortlisting**

**Estuary is Disability Confident**

We're also a certified Disability Confident Employer, which means we are committed to employing people with disabilities, and that we will:

- Actively seek to attract and recruit people with disabilities
- Provide a fully inclusive and accessible recruitment process
- Offer a guaranteed interview to applicants with disabilities who meet the minimum criteria for the vacancy
- Be flexible with our assessment process to ensure applicants with disabilities have the best opportunity to demonstrate their ability to do the job
- Make reasonable adjustments to support people with disabilities as needed.

**Accessibility**

Estuary is a Housing Association with a strong and clear regional commitment within Essex. We work very successfully within every district in Essex, the three outer East London Boroughs and in the Suffolk Coastal District.

We currently own and manage over 4600 properties. We are always looking at ways to increase the number of homes we can offer and believe it is important to build communities, not just homes.

We are committed to the provision of good-quality housing, care and support services to meet local needs and to contribute to the development of sustainable communities. Our residents are at the heart of everything we do, their views are important to us in helping shaping future services.

We employ just over 300 people, two thirds of whom work providing care and support to people with learning disabilities. We also have an army of dedicated people behind the scenes providing a variety of serv

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