Customer Engagement Co-ordinator

Northumberland County Council
**JOB DESCRIPTION**

**Post Title: Customer Director/Service/Sector Place, Housing & Public Protection, Housing Office Use**

**Engagement Co-ordinator ** **Services**

**Band: 6 Workplace: Compass House ** **JE ref: 4066**

**Responsible to: Senior Date: December 2021** **Manager Level**: **HRMS ref**:
**Engagement & Sustainability**
**Officer**

**Job Purpose**:

- Develop and maintain effective and sustainable customer involvement across the housing service whilst supporting both colleagues and customers in effectively shaping services delivery.
- Be responsible for resident engagement across a geographical service area.
- To represent NCC Housing Service at Regional and National level in the involvement arena, driving the involvement agenda for NCC Housing Services
- Play an active role in the development and review of relevant customer involvement strategies and procedures.
- Lead and support NCC Housing Customers in key core activities ensuring their perspective and views are considered and documented.
- Support NCC Housing Service Managers in continuous evaluation of delivery, ensuring customers are included within that process.
- Constructively manage customer expectations in relation to service delivery, development, improvement and outcomes without compromising the needs of the business.
- Ensure all involvement and service activity reflects the Regulatory Consumer Standards
- Ensure all involvement and service activity appropriately reflects Tenant Satisfaction Feedback
- Ensure the execution of all recommendations as outlined in the Charter for Social Housing Residents

**Resources** Staff May oversee the work of junior, trainee or support staff on particular projects. Additional externally funded professional and support staff may be added from time to time and directly responsible for providing advice on staff issues to externally funded projects and organisations

Finance Day to day responsibility for monitoring and managing a budget of over £1,000. Processing and raising orders, receipting goods, as and when required and in line with the Council’s value for money ethos. May have some responsibility for handing payments, raising orders or processing invoices in a particular area of work. Some responsibility for grants to residents groups and access to the Council's Involvement Budget.

Physical Responsible for the safe keeping of valuable documents e.g. financial and benefit documentation

Clients Daily contact with partner organisations, customers (tenants) and stakeholders

**Duties and key result areas**:

- Produce an annual customer report, based upon service delivery, performance and successful meaningful engagement.
- Develop, deliver and facilitate on going relevant training/awareness for customers to ensure they have sufficient knowledge and understanding to enable their meaningful involvement and participation.
- Drive the digital inclusion agenda for customers, providing up to date knowledge and support to enhance their involvement and participation and to maximise inclusivity.
- Develop and maintain robust social media outlets to maximise opportunities for the involvement of all customers.
- Document all customer engagement activity and monitor and report outcomes and performance against our peers in other housing providers.
- Maintain up to date knowledge of the National Involvement agenda, government direction and legislation and provide regular written and verbal briefings to service managers and staff.
- Ensure NCC housing is in the forefront of Regional engagement activities and maintain partnerships and networking with colleagues in other housing organisations within Northumberland and the North East.
- Lead and develop NCC Housing Scrutiny processes, providing evidence of all activity.
- Work closely with and support other teams,. in particular, the Estates Team to ensure all engagement opportunities are explored and maximised.
- Review and tailor engagement opportunities to reflect current trends and direction Nationally and Regionally.
- Ensure mechanisms are in place to allow Customers to give their views, comment on services/service delivery and participate by maintaining current involvement methods and creating new ones informed by customer insight.
- Organise and facilitate any task & finish groups or other relevant and appropriate consultation methods identified by information captured via Customer Insight Officer.
- Support and facilitate the Councils formal consultation method.
- Work with partner agencies including voluntary and community organisations, local and regional partnerships, strategic partners, internal partners in the promotion and development of involvement work
- Deal face to face with Customers that at times that may be contentious and complex in nature
- Ensure that all queries are dealt with effectively within set timescales and resolved at the earliest point of contact.
- Operate within a performance driven cultur