Customer Engagement Manager

6 days ago


Southchurch Village, Southend-on-Sea, United Kingdom Estuary Housing Association Full time £38,609
About the Role

We are seeking an experienced and passionate Customer Voice Manager to join our team at Estuary Housing Association. As a key member of our organization, you will play a crucial role in coordinating customer engagement and supporting the Assistant Director of Customer in championing Customer Voice throughout the organization.

Key Responsibilities
  • Lead Customer Engagement: Maximize opportunities for residents and stakeholders to get involved and engaged in all services.
  • Develop Customer Engagement: Lead on the development of customer engagement across all service directorates.
  • Formulate and Implement Customer Engagement: Take responsibility for formulating, communicating, implementing, and monitoring Estuary's customer engagement across the organization.
  • Empower and Support Customers: Empower and support the work of our engaged customers, including our Resident Voice and Influence Panel (RVIP), to shape decision making and scrutinize services.
  • Collaborate with Communications Team: Work closely with our Communications team to jointly deliver key messages to our customers in a timely and creative way.
  • Support Tpas Accreditation: Work with the Assistant Director to progress and maintain our Tpas accreditation, supporting and challenging teams to deliver services in the most customer-friendly way.
  • Experience and Skills:
    • Proven experience of working in Customer Engagement in Social Housing.
    • Experience of setting up resident consultation events, communications, and surveys using different platforms.
    • A record of successfully engaging others, building positive relationships with a wide variety of partners and communities.
    • Experience of empowering supporting resident scrutiny panel and what good looks like.
    • Knowledge of performance management and standards required to deliver an amazing customer service.
    • Excellent IT skills - sound knowledge of Excel and experience of Access, Word, and Outlook.
    • Good understanding of current housing legislation, White Paper Social Housing Resident Charter, good practice.
What We Offer

This role offers flexible hours and office working 3 days per week with occasional evenings and Saturdays. We are committed to providing a supportive and inclusive work environment that allows our employees to thrive and grow in their careers.



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