Customer Engagement Manager

4 days ago

SouthendonSea, Southend-on-Sea, United Kingdom Estuary Housing Association Full time
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 co-ordinating 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, promoting a culture of customer-centricity and empowerment.
  • Develop Customer Engagement Strategies: Collaborate with service directorates to develop and implement effective customer engagement strategies, ensuring that residents' voices are heard and valued.
  • Formulate and Communicate Customer Engagement Plans: Take responsibility for formulating, communicating, implementing, and monitoring Estuary's customer engagement across the organization, ensuring that all stakeholders are informed and engaged.
  • Empower Resident Voice and Influence Panel (RVIP): Support and empower the RVIP to shape decision-making and scrutinize services, ensuring that residents' concerns are addressed and their voices are heard.
  • Work with Resident Groups: Collaborate with resident groups, understanding co-regulation, and supporting the RVIP with scrutiny reviews, ensuring that residents are empowered to make a positive impact.
  • Bring the Engagement Strategy to Life: Continuously measure success through live examples and case studies, showcasing the work being done to bring the Engagement Strategy to life.
  • Collaborate with Communications Team: Work closely with the Communications team to jointly deliver key messages to customers in a timely and creative way, ensuring that all stakeholders are informed and engaged.
  • Progress and Maintain Tpas Accreditation: Support and challenge teams to deliver services in the most customer-friendly way, ensuring that Estuary Housing Association maintains its Tpas accreditation.
Requirements
  • Proven Experience in Customer Engagement: Demonstrate proven experience of working in customer engagement in social housing, with a track record of successfully engaging residents and stakeholders.
  • Experience of Setting Up Resident Consultation Events: Have experience of setting up resident consultation events, communications, and surveys using different platforms, ensuring that residents are engaged and informed.
  • Excellent Organizational, Communication, and Interpersonal Skills: Possess excellent organizational, communication, and interpersonal skills, with the ability to build positive relationships with a wide variety of partners and communities.
  • Knowledge of Performance Management and Standards: Have knowledge of performance management and standards required to deliver an amazing customer service, ensuring that residents receive high-quality services.
  • Excellent IT Skills: Possess excellent IT skills, with sound knowledge of Excel and experience of Access, Word, and Outlook.
  • Good Understanding of Current Housing Legislation: Have a good understanding of current housing legislation, White Paper Social Housing Resident Charter, and good practice, ensuring that Estuary Housing Association complies with all relevant regulations.
  • Knowledge of TPAS Accreditation: Have knowledge of TPAS accreditation, ensuring that Estuary Housing Association maintains its accreditation and delivers high-quality services.
  • Awareness of New Consumer Standards: Be aware of new consumer standards, ensuring that Estuary Housing Association is compliant and delivers high-quality services.

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