Customer Engagement

This is an exciting new role for someone who is passionate about getting a diverse range of resident voices heard and in delivery of great services to residents:

- Must be an excellent communicator, highly organised and a great problem solver
- For the first 18 months the main priority is a major works project in Dawlish. where residents will be temporarily re-housed, and their co-ordination and support will be vital in ensuring a smooth process for residents and Cornerstone.
- Other customer engagement and tenancy support work will be an increasing part of the role after 12 - 18 months.

Closing date Monday 18th November at 9am.

Interviews week commencing 25th November.

Start date as soon as possible

Responsible to : Housing & Customer Engagement Manager & Director of Housing
Responsible for : N/A
Salary : up to £29,714 per year depending on experience

**OVERALL AIMS OF THE JOB**

1. Liaise with and support customers needing to move out of their homes for major repairs.

2. Deliver a range of customer engagement activities, collaborating with customers and colleagues to ensure that diverse customer voices are heard throughout our work.

3. Deliver services to our customers to help them sustain their tenancies.

**1. CUSTOMER LIAISON FOR MAJOR REPAIRS**

1.1. Using an agreed approach, successfully co-ordinate and deliver one-off decants and complex decant programmes for customers needing to move for major repairs. Achieve tight deadlines while minimising disruption to customers.

1.2. Conduct home visits and comprehensive risk and needs assessments with affected

households, considering protected characteristics under the Equality Act 2010, vulnerabilities, and customers’ health, safety and well-being.

1.3. Plan and source suitable alternative homes for customers in readiness for the planned decant period. Ensure the decant homes identified are ready for occupation and that they meet the needs of customers who will be housed there.

1.4. Identify households that may need additional support to move out of their homes and work with them, colleagues, and other partners to identify solutions and packages of support. This could include packing, storage, and other facilities as required and agreed.

1.5. Liaise regularly with customers to ensure they are ready for their planned move and that any potential barriers to moving are resolved to avoid delays.

1.6. Ensure that possession is obtained in a timely manner that does not jeopardise the

programme whilst being sensitive to the needs of individual households.

1.7. Update customers on the work progress in their homes and liaise with them in a

timely manner about their return to the home.

1.8. Record any customer concerns and complaints, attempt to resolve them at the earliest opportunity and escalate in accordance with our complaints policy.

1.9. Record, monitor and update on the progress of the individual decant or programme on a regular basis.

1.10. Report on the key risks affecting the individual decant or programme regularly and take appropriate actions to mitigate risks to avoid delays.

1.11. Arrange public meetings, open days, and drop-in sessions with customers, as required.

1.12. Works towards maximising customer satisfaction whilst minimising disruption to

customers and repair delays.

1.13. Liaise closely at all times with staff in housing management and property services.

1.14. Notify customers in writing and verbally about the commencement and extent of work being carried out in their homes.

1.15. Produce information for customers on repair work, deal with queries, respond to

complaints, resolve queries and obtain customer feedback. Ensure that any learning from feedback or complaints is actioned and escalated.

1.16. Arrange access to properties as required by the contractor, work closely with

households who are refusing access, and bring any risks to the attention of colleagues and other stakeholders.

1.17. Administration of any compensation payments to customers efficiently and in line with procedures.

1.18. Ensure that communication with customers is in a format they can understand, and they have fair and equitable access to information. Organise translation and interpretation services and other methods of communication where appropriate.

**2. CUSTOMER ENGAGEMENT & CUSTOMER VOICE**

2.1. Complete objectives and tasks related to customer voice, engagement, and scrutiny, ensuring customer voices are consistently heard at all levels of Cornerstone.

2.2. In collaboration with colleagues, plan, organise, and complete customer engagement activities and events, focusing on gathering relevant and useful information and feedback from a diverse range of residents.

2.3. Facilitate involved customer groups. Encourage and support them in engaging with service reviews and scrutinising services effectively.

2.4. Work with engaged customer groups and potential new members to ensure our involved customers are representative of our wide