Customer Insight and Engagement Officer
2 weeks ago
With the national spotlight firmly on social housing organisations to ensure they meet the needs of customers, tenants and residents and evidence that within in a new regulatory framework, you will play a key role.
You will work with both customers, colleagues, and managers across the business to ensure customers’ experiences contribute to service improvement. You will contribute and co-ordinate our approach to developing and using customer insight at Leeds Federated, ensuring we are able to gather and analyse customer feedback in a variety of ways and draw out themes to inform improving the way we work.
This is also great time to join the customer engagement team and inform the development of the Service Improvement Department and develop the use of our online customer engagement platform.
The previous postholder has made great inroads in supporting the team and managers and colleagues across the business with strong analysis and providing accessible information to share customers experiences and feedback from complaints.
We want you to continue and build on this. You will work closely with the Customer engagement manager to develop and co-ordinate a framework of complementary perception and transactional surveys supporting managers and frontline staff with analysis and developing insight that informs action planning and service improvements.
Knowledge and experience of using both quantitative and qualitative research methods is essential along with strong communication skills. You will be drawing out customer insight and briefing a variety of audiences, colleagues, involved customers and other stakeholders.
You will have a genuine passion to work with customers and colleagues, helping to build respect, trust and understanding of our approach to insight and to meet the commitments set out in Together with Tenants Charter and the Social Housing white paper: A charter for social housing residents.
In return we offer the opportunity to collaborate with customers and experienced colleagues, welcoming new ideas and thinking, matrix working in service delivery teams and as part of projects.
**Interview date**: 18th August 2023
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