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Customer Engagement Manager
2 months ago
We are seeking an experienced and passionate Customer Voice Manager to co-ordinate customer engagement and support the Assistant Director of Customer in championing Customer Voice throughout the organisation.
Main Responsibilities- Lead Customer Engagement, maximising opportunities for residents and stakeholders to get involved and engaged in all services
- Develop and implement customer engagement strategies across all service directorates
- Formulate, communicate, implement and monitor Estuary's customer engagement across the organisation
- Empower and support the work of our engaged customers, including our Resident Voice and Influence Panel (RVIP), to shape decision making and scrutinise services
- Work closely with our Communications team to jointly deliver key messages to our customers in a timely and creative way
- Progress and maintain our Tpas accreditation, supporting and challenging teams to deliver services in the most customer friendly way
- 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
- Experience of working with, empowering and promoting resident groups
- Excellent organisational, communication skills and interpersonal skills
- 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
- Knowledge of TPAS accreditation
- Awareness of new consumer standards
