Customer Engagement Officer

**Customer Engagement Officer**:
**Customer Engagement Officer**

**£31,960.06 per annum**

**Northallerton**

**Full Time - 37 hours**

**Permanent**

**Closing Date - Friday 20th September**

Do you have a passion for engaging with people and ensuring their voices are heard? Are you a creative thinker with strong communication skills, capable of managing multiple tasks in a fast-paced environment? If you’re enthusiastic about making a difference in the community and have experience in customer engagement, we’d love to hear from you

**The Role**

As a Customer Engagement Officer, you will be at the forefront of our efforts to engage and involve customers in the development of our services. Your role will include planning and delivering a range of customer events, identifying innovative ways to involve under-represented groups, and ensuring diverse voices are heard. You will work collaboratively with various teams to improve customer communication and insight, manage volunteer processes, and support our customer engagement framework.

**What You’ll Be Doing**:
**Key Responsibilities**:

- Event Planning and Delivery: Lead the planning, organisation, and delivery of customer events such as consultations, focus groups, forums, and community action days, both in-person and digitally.
- Innovative Engagement: Identify and implement new and creative ways to involve more customers in policy and service development, especially engaging with under-represented and hard-to-reach groups.
- Training and Support: Facilitate or provide training, guidance, and support to customers, empowering them to participate at their chosen level across a range of engagement opportunities.
- Collaborative Projects: Partner with colleagues on projects to involve and consult with customers on various issues, ensuring their feedback is integral to service improvement.
- Promote Engagement: Foster partnership working between teams, residents, and relevant agencies to enhance communication with residents and provide better opportunities for feedback.
- Administrative Support: Provide efficient administration and governance support, coordinating the Customer Scrutiny Panel and ensuring customers with additional needs are fully supported.
- Volunteer Management: Oversee the administration of customer volunteers, including digital volunteers and community volunteer groups, ensuring effective coordination and support.
- Cross-Functional Collaboration: Work collaboratively with the Customer Complaints Officer and Digital Communications Officer to ensure consistent delivery of customer experience and share best practices.

**Who We’re Looking For**:

- Communication Skills: Well-developed written and verbal communication skills, with the ability to convey information clearly and effectively.
- Problem Solving: Proficient in problem analysis, capable of assessing solutions, and making sound decisions to address challenges.
- Creative Thinking: A great creative thinker with the ability to develop innovative solutions and approaches to engage customers.
- Analytical Skills: Good analytical abilities, able to understand and assimilate issues quickly, with a keen eye for detail.
- Relationship Building: Skilled at building successful professional relationships with customers and colleagues, fostering a collaborative and supportive environment.
- Interpersonal Skills: Strong interpersonal skills, able to establish and maintain positive relationships, and persuade others to take relevant actions.
- Events Experience: Experience in delivering customer consultation events or similar activities, ensuring effective engagement and feedback.
- Customer Insight: Ability to take customer data and collate it into information that generates actionable customer insights for service improvement.
- Customer Engagement Knowledge: Awareness of the culture of customer engagement and customer insight within the social housing context, and current developments in this area.
- Risk Assessment: Understanding of risk assessment and safeguarding principles, ensuring the safety and well-being of all participants.
- Regulatory Knowledge: Detailed knowledge of housing officer requirements and social housing consumer regulation, ensuring compliance with relevant standards.

**What We Offer**:

- Competitive Salary: A role that offers a competitive salary reflective of your experience and skills.
- Professional Development: Opportunities for continuous learning and development to enhance your skills and advance your career.
- Supportive Environment: Work in a team that values your contributions and provides opportunities for personal and professional growth.
- Meaningful Work: Make a real impact by ensuring that customer voices are heard and considered in all aspects of our service delivery.
- Extra Perks: Celebrate your birthday with an extra day off, plus increased leave for long service.
- Pension Plan: Benefit from our Defined Benefit Pension Scheme and Life Assur