Customer Engagement and Scrutiny Lead

1 week ago Be among the first 25 applicants When registering to this job board you will be redirected to the online application form. Please ensure that this is completed in full in order that your application can be reviewed. Customer Engagement and Scrutiny Lead Location: AshingtonContract: PermanentHours: 37 per weekSalary: £36,047 per annum (inclusive of car allowance)Closing Date: Friday 2nd December, 5pm Are you passionate about giving tenants a voice and making sure they're heard where it matters most? Overview As our Customer Engagement and Scrutiny Lead, you'll be the bridge between our tenants and the decision-makers at Bernicia. Your mission will be to create opportunities for all our customers to share their experiences, ideas and concerns, and then make sure those voices shape what we do. You will be supporting the vision of customer‑led priorities, community‑wide impact. Benefits 28 days annual leave (plus bank holidays) based on a full‑time role Working from home up to 2 days a week Health cash plan membership to save money on healthcare; claim cash back over £1,000 each year for dental, optical, physio and more. Covers up to 21 years of age, 24 years if in full‑time education. Access to savings on gym memberships plus cash back and discounts on purchases from major retailers, including supermarkets, travel, cinema and more. Generous pension scheme with life insurance of 3× salary What You'll Be Doing Creating diverse engagement opportunities, using a mix of traditional and digital approaches including surveys, polls, focus groups, online discussions and community events to connect with all residents, especially those harder to reach. Bringing tenant voices to life by gathering feedback and lived experiences from residents and presenting them in compelling ways to internal teams and senior leaders so that their views shape service delivery. Exploring and managing digital engagement tools where residents can share their needs, concerns and suggestions for improvement away from traditional methods. Managing our Customer Engagement Coordinator and working together to deliver meaningful tenant involvement that drives business improvement. Understanding regulatory requirements, liaising with TPAS and working towards achieving and maintaining TPAS accreditation. Working closely with the Customer Research & Insight Manager and other stakeholders to ensure tenant feedback informs decision‑making. About You Can chat with anyone and make them feel heard whether face‑to‑face, online, or in a group setting. Has experience running engagement or involvement projects and seeing them through from start to finish. Feels comfortable working with everyone from frontline staff to senior leaders. Can explain things clearly in different ways depending on who you're talking to. Is good at juggling multiple tasks and can prioritise when things get busy. Embraces diversity and creates spaces where everyone feels welcome to contribute. About Us We’re all about helping people in need of housing. We believe a good home makes lots of other things possible, so we provide great homes and services that do just that. We’ve built Bernicia into a business that people want to be a part of; we’re one of the North East’s largest and most successful housing providers, building, renting, selling and managing homes and providing services to over 60,000 customers. Everything about Bernicia is people focused, and that’s why we’ve held the Investors in People Gold Award since 2010. We operate within a simple, effective set of values that blend together to create the Bernicia Way culture – customer focused, collaborative, respectful, accountable, integral and leadership. Please note you will be required to drive for business, and you must hold a current and valid driving licence. For more information regarding this role, please contact: Lynne Pitwood 07899946842 We reserve the right to close this vacancy earlier than advertised should we receive a large volume of applications. The Group is fully committed to the promotion of equal opportunities and we particularly welcome applicants from groups who are currently under‑represented at Bernicia. #J-18808-Ljbffr