Customer Engagement Facilitator

Job description

**Vacancy**: Customer Engagement Facilitator
**Closing Date**: Wednesday 30 November
**Contract Length**: 12 Months’
**Salary**: £29,652.05

**About Newport City Homes**:
At Newport City Homes we are passionate about providing quality housing services for all our residents. We are a values led association which strives for excellence in everything we do. We listen, learn, improve, and most of all, deliver to our

communities.

**About the Vacancy**:
Our customers are at the heart of everything we do and you will be at the heart of ensuring that our services are shaped by the views and aspirations of our customers. You will build effective relationships with customers and develop their capacity to influence all aspects of our work so that customer engagement makes a real impact on service delivery.

**Specifically, the Customer Engagement Facilitator will**:

- You will be responsible for co-ordinating a range of community and customer engagement activities, ensuring that under-represented and hard-to-reach customers have opportunities to scrutinise, improve and shape services that enhance their homes and communities.
- You will support the Digital Engagement & Inclusion Business Partner to develop and deliver effective digital participation and engagement activities, engaging under-represented and hard-to-reach customers to directly influence improvements in NCH’s services.
- You will be responsible for delivering flexible and modern engagement options and methods to meet the needs of different customer groups, ensuring all engagement activities are inclusive and accessible.
- You will engage with customers and contractors during regeneration, development and capital works projects, delivering high satisfaction and successful outcomes for customers.
- You will be responsible for developing and supporting capacity building initiatives so that involved customers have a strong voice and have influence on our business priorities.
- You will respond to and resolve customer enquiries received at first-point-of-contact.
- You will respond proactively to customer complaints.
- You will keep abreast of all relevant legislation and good practice issues relating to the role.

**Application Process**:
**Your NCH, our comprehensive benefits package**:
We believe NCH is a great place to work and it’s important to us that our people feel the same way.

As well as offering varied and fulfilling careers, we want every colleague to feel appreciated. That means having the best possible benefits package, the flexibility to maintain a great work-life balance and the opportunity to achieve your full potential.

**Enhanced Pension Scheme**:
We operate two pension schemes, one with Aviva Pensions, and one with the Local Government Pension Scheme (LGPS). Aviva Pensions is a defined contribution pension scheme. LGPS is a defined benefit pension scheme with generous employer contribution values. You may be able to transfer in any other pension you have within your first year of service.

**Enhanced Annual Leave**:
You’ll start on 25 days annual leave (+ Bank Holidays) which would increase to 30 days following 3 years’ service.

**Agile Working Policy** (dependent on role):
NCH work with the philosophy that ‘work is something you do rather than somewhere you go.’

**Health and Wellbeing**:
We have many health and wellbeing policies and initiatives such as Cycle to Work, Enhanced Maternity/Paternity/Adoption and Sick leave and a sabbatical leave policy.

**Development**:
We offer many professional and personal development options such as paying for professional membership, sponsored study opportunities and career progression and development.

**Our Values**

**Active** - We take action and get things right first time

**Collaborative **- We work hard to earn the trust of customers and colleagues

**Inclusive **- We celebrate our differences and embrace diversity in people and ideas

**Trusted **- Individually we’re good, but together we’re great