Customer Involvement

**Job Title**:Customer Involvement & Engagement Officer

**Contract Type**:Permanent

**Salary**:£28,527.14 (£31,367.09 is achieved after 12 months successful performance in the role)

**Working Hours**:35 hours per week

**Working Pattern**:Monday to Friday - Hybrid

**Location**:Speke, Liverpool. Can also be based in Carlisle.

**The difference you will make as a Customer Involvement & Engagement Officer**

You will support the Customer Involvement & Engagement Manager to deliver a best practice customer involvement service that is representative and inclusive of Riverside’s diverse customer base.

**About you**

We are looking for someone with:

- A proven track record of delivering a high-quality customer engagement function.
- Ability to engage and inspire customers with the ability to facilitate and moderate both in person and online customer engagement activities.
- Excellent attention to detail. Proficient understanding of social media platforms, digital communications and working with digital communities.

**Why Riverside?**

At Riverside, we’re a housing association with a difference - enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology A wide range of benefits

**Diversity and Inclusion at Riverside**:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

**Role Profile**
- Support the delivery of the Customer Involvement and Engagement Strategy that seeks to coproduce a customer engagement framework, grow the numbers of customer involved significantly and embed a strong customer involvement approach as business as usual across the Riverside group.
- Work with the Customer Involvement & Engagement team to lead on key activities to engage with customers and the communities in which we work, ensuring that the ‘customer voice’ is heard throughout the business, and informs our service design and delivery. Particularly digital activities to enhance the customer voice opportunities.
- Work with the Customer Involvement & Engagement team in the delivery of customer involvement and engagement activities to meet the regulatory standards and Together with Tenants commitments, striving to deliver a ‘best in class customer engagement service. Work with customers to undertake regular assessments of our performance against the standards with recommendations for continuous improvement.
- Take a lead, as directed by the Customer Involvement & Engagement Manager, on key aspects of the Customer Engagement Framework. Adopt an outcome focused approach in the design of activities to capture learning from customer feedback, ensuring customer-centric service design that delivers a great customer experience. Report on outcomes with recommendations for continuous improvement.
- Work with the team to grow our involved and engaged customer groups across the business, from a range of tenures and representative of our customer profile.
- Support the delivery of a customer learning and development plan, tailored to individual requirements and preferences, which builds knowledge and capability to ensure they can participate fully as equal partners.
- Take a ‘value for money’ approach to the design and delivery of customer involvement and engagement activities, demonstrating the return on investment through value added outcomes. Represent the Group as directed by the Customer Involvement & Engagement Manager at relevant benchmarking forums, meetings with professional bodies and other external stakeholder groups where attendance provides an opportunity to learn from others and progress organisational strategic objectives.

**Person specification**

**Knowledge, Skills and Experience**

**Essential**
- Demonstrable commitment to Our Riverside Way values.
- Proven track record of delivering a high-quality customer engagement function.
- Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
- Able to engage and inspire customers with the ability to facilitate and moderate both in person and online customer engagement activities.
- Proven track record of successfully solving difficult problems.
- Excellent team player who can wor