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Customer Experience Lead
2 months ago
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 co-ordinating customer engagement and supporting the Assistant Director of Customer in championing Customer Voice throughout the organization.
Main Responsibilities- Lead Customer Engagement: Maximize opportunities for residents and stakeholders to get involved and engaged in all services, ensuring a high level of customer satisfaction and loyalty.
- Develop Customer Engagement Strategies: Collaborate with service directorates to develop and implement effective customer engagement strategies, aligning with our Engagement Strategy.
- Formulate and Communicate Customer Engagement: Take responsibility for formulating, communicating, implementing, and monitoring Estuary's customer engagement across the organization, ensuring consistency and quality.
- Empower Resident Voice and Influence Panel: Support and empower the work of our engaged customers, including our Resident Voice and Influence Panel (RVIP), to shape decision making and scrutinize services.
- Collaborate with Resident Groups: Work with resident groups, understanding co-regulation, and supporting our Resident Voice & Influence Panel with undertaking scrutiny reviews.
- Bring Engagement Strategy to Life: Continuously measure success through live examples and case studies to showcase the work being done, demonstrating the impact of our customer engagement efforts.
- Communicate with Stakeholders: Work closely with our Communications team to jointly deliver key messages to our customers in a timely and creative way, ensuring effective communication and engagement.
- Progress and Maintain Tpas Accreditation: Collaborate with the Assistant Director to progress and maintain our Tpas accreditation, supporting and challenging teams to deliver services in the most customer-friendly way.
- Proven Experience in Customer Engagement: Demonstrate a proven track record of working in customer engagement in social housing, with a strong understanding of customer needs and expectations.
- Experience in Setting Up Resident Consultation Events: Show experience in setting up resident consultation events, communications, and surveys using different platforms, ensuring effective engagement and participation.
- Excellent Organizational and Communication Skills: Possess excellent organizational, communication, and interpersonal skills, with the ability to build positive relationships with a wide variety of partners and communities.
- Empowering Resident Scrutiny Panel: Demonstrate experience in empowering and supporting resident scrutiny panels, understanding what good looks like in terms of resident engagement and participation.
- Excellent IT Skills: Possess excellent IT skills, with sound knowledge of Excel and experience of Access, Word, and Outlook.
- Knowledge of Performance Management and Standards: Demonstrate knowledge of performance management and standards required to deliver an amazing customer service, ensuring high levels of customer satisfaction and loyalty.
- Knowledge of Current Housing Legislation: Show knowledge of current housing legislation, the White Paper Social Housing Resident Charter, and good practice, ensuring compliance and adherence to regulatory requirements.
- Knowledge of TPAS Accreditation: Demonstrate knowledge of TPAS accreditation, with a strong understanding of the requirements and standards necessary to achieve and maintain accreditation.
