Head of Customer Voice

Could you be Incommunities new Head of Customer Voice? This is an exciting time to join Incommunities and be at the forefront of championing the voice of our customers to improve the services they receive from us. With a new, ambitious Customer Voice Strategy, this is an opportunity to establish and lead a new, innovative voice team and make an impact from day one for our customers and community.

**About us**

We are social housing landlord and think our vision of Improving Lives Incommunities says it all
Working to provide great homes in great neighbourhoods, we manage more than 22,600 homes across Yorkshire and are proud to collaborate with our customers, communities, local and national stakeholders to achieve this.
Our values are at the heart of everything we do, inspiring our thinking and guiding our plans and actions. This year will see us focus on the first year of a 2 -year plan, to 2024. Our plan puts customers at the heart of what we do, providing great places to live and work, with homes that they are proud to live in.
**Responsibilities**
- Capture Customer Insight effectively and ensure the Customer Voice is utilised to drive change across all services
- Lead the development of resident scrutiny activities and projects, providing a customer perspective on how the customer experience is being impacted by service areas and improvements
- Report to the newly formed Customer Experience Committee on all customer voice, insight and scrutiny projects
- Create dynamic, effective, and innovative approaches to formal and informal methods of engaging customers to increase the scope and levels of customer participation
- Ensure insight and lessons learnt from Complaints are effectively used to implement improvements across customer facing services
- Responsible for the promotion and development of resident involvement activities making sure that the diversity of residents is represented

**About you**
- You are a strategic thinker, passionate about listening to customers to improve the services they receive
- You should have similar experience in a customer focused company and the key skills to influence and lead complex customer engagement and insight activities
- Natural advocate for residents, customers and users of our services
- Analytical thinker, able to interpret complex data to drive change
- Successful relationship builder with other stakeholders externally and at a senior level across the organisation
- Growth mindset approach to the development of self and others

**Requirements**:

- Demonstrable experience of developing and promoting customer engagement; ideally within a complex and regulated environment
- Experience and knowledge of relevant standards and procedures for excellence in customer engagement
- Experience of working with housing services (desirable)
- Experience and knowledge of effective use of customer engagement to support delivery of more effective and targeted services (desirable)

**Benefits**
- Salary £68,000 per year
- Training, development, and qualification opportunities
- Hybrid working
- Corporate health scheme membership
- Access to an Employee Assistance Programme
- West Yorkshire Pension Fund membership
- Excellent holiday allowance
- Cycle to work scheme
- We are an equal opportunity employer but beyond characteristics protected by law, we welcome and value applicants from diverse backgrounds, abilities and perspectives._**Salary**: £68,000.00-£69,000.00 per year