Customer Insight and Engagement Officer

**Job Title**: Customer Insight and Engagement Officer

**Location**: Leeds

**Salary**:£34,000 per annum

**Job Type**:Permanent, Full time

Leeds Federated is a housing association with around 4,300 properties across Leeds, Wakefield and North Yorkshire. Our mission is to enable the maximum number of people to access and live sustainably in good value, affordable housing.

**Purpose of role**:
The Customer Insight and Engagement Officer has a key responsibility for co-ordinating and developing our approach to customer insight, thereby ensuring that customers' experiences are used to inform and improve services. You will provide analysis and reporting to colleagues, managers and customers so that our customers receive a high quality service, are kept well informed, and have a relationship with the organisation that is based on trust and mutual respect.

You will work closely with other members of the Customer Engagement Team, and with colleagues in the wider Service Improvement department, to capture and analyse customer experiences and inform service improvement across the business.

**Key Accountabilities**:
Customer insight;
- Carries out and administers in-house customer survey activity and works with external research agencies as required to ensure we meet our regulatory requirements (as a minimum)
- Advises on and delivers activity to support capturing customer insight at all customer touchpoints
- Uses customer feedback and insight to identify and inform business and service improvements across the organisation
- Undertakes analysis of our data and produces clear and concise reports on customer perceptions as required to support managers across the business

Customer Engagement;
- Contributes to the development and implementation of strategy and policy in relation to customer involvement, engagement and customer communications
- Develops, maintains and coordinates a range of engagement mechanisms appropriate to the delivery of the agreed programme of insight and engagement work, including focus groups both face-to-face and online

Co-regulation and Customer led Scrutiny;
- Supports colleagues to deliver customer scrutiny activity within the Association's agreed programme
- Provides research and insight reports to support customer scrutiny
- Engages with colleagues in other teams to ensure appropriate levels of support for scrutiny work from relevant teams

Collaborates with colleagues to maximise the performance of assets and ensure tenancy and neighbourhood sustainability;
- Demonstrates a consistent level of commercial awareness and a commitment to the principles of Value for Money
- Uses data and professional curiosity to identify and act on potential problems before they become serious, to avoid unnecessary costs

**Person Specification**:
Knowledge & Experience:

- Experience of gathering customers' views using quantative, qualitative participatory approaches
- Experience of carrying out administrative tasks to a high level of accuracy and quality
- Understanding of the principles of Value for Money
- Good knowledge of using social media to engage
- Good knowledge of computerised systems

Skills & Abilities:

- Meets the organisations strengths behaviours, values, and culture through positive coaching practices
- Able to meet individual and job specific targets set by line manager
- Able to facilitate groups and chair small meetings
- Good administrative skills and ability to support panels and groups
- Able to demonstrate being highly organised, good planning skills and the ability to work to deadlines with minimum of supervision

Qualifications:

- GCSE or equivalent level of education
- Degree in social sciences, marketing or community development (Desirable)

Other:

- Able to travel and work from various locations as required
- Has a vehicle available for business use (where identified as a specific requirement) (Desirable)

**Benefits**:
As well as a competitive salary we can offer you:

- Agile working environment
- 30 days annual leave
- DC pension schemes
- Cycle to Work Scheme
- Health cash plan

**Additional Information**: