Customer Engagement

2 weeks ago

Nottingham, United Kingdom Tuntum Housing Association Full time

**Join Our Team as a Customer Engagement and Insight Officer**

Are you passionate about improving customer experiences? Tuntum Housing Association is seeking a dedicated **Customer Engagement and Insight Officer** to join our team.

**Role Purpose**:
As the Customer Engagement and Insight Officer, your role will be pivotal in understanding and enhancing the experiences of our residents. You will manage complaints to ensure adherence to the Housing Ombudsman Complaint Handling Code, identify areas for improvement through feedback analysis, and lead engagement initiatives to amplify tenants' voices within the Association.

**Key Responsibilities**:

- Facilitate and promote resident groups and their recommendations.
- Develop and implement customer engagement strategies, including surveys and feedback sessions.
- Organise and participate in resident engagement events.
- Create and deliver corporate customer engagement training.
- Analyze customer feedback to drive service improvements.
- Use customer journey mapping to identify pain points.
- Integrate technology solutions to streamline engagement and data analysis.
- Promote a culture of continuous improvement.
- Collaborate with management to implement service improvements.
- Provide reports to support senior management in policy formulation.
- Handle and resolve customer complaints promptly.
- Ensure compliance with GDPR regulations and stay updated on best practices.

**Who We Are Looking For**:
Are you proficient in written and spoken English with significant customer service experience? Do you have strong communication skills and the ability to analyse data for actionable insights? Are you adept at working with diverse customers and stakeholders? Proficient in Microsoft Office and have excellent interpersonal and time management skills? If so, we want to hear from you

**About Us**

Tuntum Housing Association is one of the UK’s largest Black, Minority, Ethnic (BME) led housing providers. Our legacy is rooted in providing affordable homes and we remain passionate about supporting diverse communities. We have a holistic offer, not just in the
provision of a range of high-quality homes, but also in our commitment to supporting neighbourhoods and in improving lives through our employment, training, care and support work.

**Our Offer**

As well as a competitive starting salary of £32,485.75 per year. You will also receive an excellent benefits package of:

- 25 days holiday rising by 1 day per year up to 30 days + public holidays
- Westfield Health level 1 cover
- £15 per month towards gym membership
- Employer contribution pension scheme
- 3x life cover (as part of pension scheme)
- Free parking
- Hybrid working

**How to Apply**

Join Tuntum in building communities that thrive. Your skills, passion and expertise can make a difference.

Pay: From £32,485.75 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Free parking
- Health & wellbeing programme
- Private medical insurance
- Sick pay

Schedule:

- Holidays
- Monday to Friday

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 3 years (required)

Licence/Certification:

- Driving Licence (required)

Work Location: Hybrid remote in Nottingham

Application deadline: 05/07/2024

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