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Customer Engagement Manager

2 months ago

Derby, Derby, United Kingdom Futures Housing Group Full time
About the Role

We are seeking a highly skilled and motivated Customer Feedback Coordinator to join our team at Futures Housing Group.

As a key member of our organization, you will play a vital role in improving our customer experience by capturing and analyzing feedback from our customers.

**Key Responsibilities:**

  • Collaborate with the Digital Team and customers to design and deliver a digital platform for capturing ad-hoc feedback.
  • Lead colleagues across the business to ensure that service, policy, and process changes are informed by customer views.
  • Work with the Complaints Team to analyze and share customer feedback in a clear and concise format.
  • Use data insights to inform strategy and ensure customer direction influences workstreams.
  • Develop innovative ways to engage excluded or disengaged customers.
  • Evidence and share feedback and outcomes externally to improve Tenant Satisfaction Measures.

About Us

Futures Housing Group is a dynamic organization with a strong culture that values employee growth and well-being.

We offer a range of benefits, including private healthcare options, discount schemes, and a focus on health and well-being.

**What We Offer:**

  • 37 hours per week, Monday to Friday
  • Paid monthly
  • 25 days holiday plus bank holidays and concessionary days at Christmas
  • Investor in People Platinum award

We are committed to providing a supportive and inclusive work environment that allows our employees to thrive.