Customer Engagement

**Customer Engagement and Scrutiny Lead**

**Location**: Ashington or Durham

**Contract**: Permanent

**Hours**: 37 per week

**Salary**: £36,047 per annum (inclusive of car allowance)

**Closing Date: 5pm, 9th May 2025**

Are you passionate about involving customers to help shape decision-making and business strategy, by creating diverse and inclusive opportunities? If so, then our **Customer Engagement and Scrutiny Lead**post is for you

**The Benefits**:

- 28 days annual leave (plus bank holidays) based on a full-time role
- Working from home up to 2 days a week
- Health cash plan membership so you can save money by claiming cash back - over £1000 each year - towards essential healthcare such as dental, optical, physio and loads more. We’ll also cover the costs of including any dependent children in the scheme - up to the age of 21 or 24 if in full time education - that you may have.
- Access to savings on gym memberships plus cash back and discounts on purchases from major retailers including supermarkets, travel, cinema and more.
- Generous pension scheme with life insurance of 3 x salary

**About the role**:

- Design and deliver a comprehensive scrutiny and engagement strategy using multiple methodologies including traditional and digital channels in order to remove barriers to tenant involvement to reach all customer types
- Create a mechanism to share tenant feedback and lived experience with business representatives, bringing the customer voice to life in an engaging and compelling way. Liaise with internal stakeholders to ensure residents' feedback is incorporated into service delivery
- Create and manage a suite of digital engagement tools which actively engage with residents to understand their needs, concerns, and suggestions for service improvement, to include surveys, polls and online discussion groups
- Identify appropriate community-based engagement events and initiatives to promote positive resident engagement. Conduct focus groups/other qualitative techniques to engage with a diverse and potentially hard to reach audience.
- Have a thorough understanding of regulatory requirements, liaising closely with TPAS, working towards and maintaining TPAS accreditation
- Manage a Customer Engagement Coordinator and collectively deliver a tenant involvement program where tenants views are listened to and used to help inform business change and drive continuous improvement.
- Work collaboratively with the Customer Research & Insight Manager to help bring the tenant voice to life

**About you**:

- Strong communications skills, including active listening skills, proficient at moderating conversations, face to face or online, embracing diversity
- Proven track record of managing engagement, involvement and scrutiny projects from beginning to end.
- Confidence to work with a range of internal and external stakeholders, including senior leaders.
- Excellent spoken, written and visual communication skills, with the ability to adapt style and outputs to the varying needs of different audiences.
- Ability to work at pace and can prioritise and project manage a number of tasks at once

**About us**:

- We’re all about helping people in need of housing. We believe a good home makes lots of other things possible, so we provide great homes and services that do just that.
- We’ve built Bernicia to be a business that people want to be a part of. We’re one of the North East’s largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers.
- Everything about Bernicia is people focused, that’s why we’ve held the Investors in People Gold Award since 2010.
- We operate within a set of simple, but effective values, which blend perfectly to create our unique ‘Bernicia Way’ culture. This ensures we are customer focused, through working together, respecting each other, being accountable for our actions and demonstrating integrity and leadership.

**Please note you may be required to drive for business, if this forms a requirement of the role.**

**If this is required, you will be required to hold a current and valid driving licence.**

For more information regarding this role, please contact:
**Lynne Pitwood**on **07899946842**
- ________________________________
The Group is fully committed to the promotion of equal opportunities and we particularly welcome applicants from groups who are currently under represented at Bernicia.

**Job Types**: Full-time, Permanent

Pay: £36,047.00 per year

Work Location: In person

Reference ID: 275648INDX