Customer Engagement Lead Full Time NEW

Role Overview

Are you passionate about amplifying customer voices and driving meaningful change?

We’re looking for a driven and experienced Customer Engagement Lead, committed to equality, diversity and inclusion someone who truly ensures the customer voice is at the heart of services.

At Thirteen, involved customers are at the heart of decision-making. We want to expand and diversify our customer involvement groups, so more people have meaningful opportunities to influence service design, the decisions we make and to scrutinise how we are doing this is where you come in.

This is a roam role, so you’ll work at least three days a week from our fantastic office at Hudson Quay in Middlesbrough, as well as out in the community, directly engaging with customers. We’ll need you to be flexible around business and team need, so you may need to come into the office more frequently when required

Thirteen Benefits

• Salary £45,666 per annum
• Annual leave starting at 28 days and rising to 31 days after three years, a day off for your birthday, plus bank holidays.
• Pension up to 17% contributions (flexible contribution rates of up to 7% colleague and up to 10% employer).
• Simply Health save money on common health expenses and get access to health and wellbeing support services.
• T’dar our Discount and Reward platform giving you huge savings on everyday brands.
• Opportunities to buy and sell annual leave

Key Responsibilities

• You’ll lead our customer engagement and involvement work to encourage many more customers to get involved so they can shape decisions, review services, and hold us to account.
• This is a fantastic opportunity for a creative individual to really make their mark, raising the profile of our service and finding new ways to engage with all customers, including diverse and underrepresented groups.
• Design and deliver interesting and inclusive engagement programmes, using a mix of digital, facetoface and communitybased activities that reflect the differing needs and preferences of our customers.
• Leading a small team, you’ll support your team to deliver high-quality customer engagement activities and ensure learning is shared and embedded across the organisation.
• You’ll use feedback to tell the customer story, sharing what we’re hearing to influence service design and continuous improvement, and reporting on the real impact of customer voice.
• With a great local network, you’ll work with community groups, partners, and voluntary organisations to widen our customer engagement reach and bring forward a wider representation of voices.

About You

• Passionate about championing the customer voice, you’ll have hand-on experience working with customers to shape services. This could be within a customer engagement, community development or housing services setting.
• You’ll bring creativity and initiative, with a genuine commitment to making sure that customer voices are heard and truly reflect the communities we serve.
• You’ll understand customer involvement frameworks and what our regulators expect.
• Experience of managing people, volunteers, or community networks would be an advantage.
• Great at building relationships across diverse audiences, with fantastic facilitation and influencing skills. You’ll be empathetic, approachable and focused on listening deeply and comprehensively to what customers are telling us.
• Confident working with data, you’ll have the ability to translate findings and data into clear, actionable insights and ultimately recommendations that make a positive impact.

Why Thirteen

At Thirteen, we work together to provide quality homes, build stronger communities, and support people to live well. As the largest housing association in the North East and among the top 25 nationally, we manage over 36,000 homes, with over 1,600 colleagues providing services for around 100,000 customers.

Our vision is to be the most trusted housing association, with happy customers. In fact, we put customers at the heart of everything we do.

• Join a team that’s local at heart but welcomes talent from everywhere.
• Be part of an organisation that values diversity and inclusivity.
• Be a part of a company that offers tailored support services, going beyond just housing solutions.

Interested?

For more details, please refer to the attached documents.

If you’d like to talk more about the role, please contact Ian Atkinson, Head of Touchpoints on 07772 200685 for an informal discussion.

NO RECRUITMENT AGENCIES, please.

Are You Ready for a Rewarding Challenge?

Join us at Thirteen Group and be a part of our vision to improve lives every day. APPLY NOW and start your journey towards making a meaningful impact in our community!

As part of our hiring process, if you’re successful we’ll need to verify your right to work in the UK. Unfortunately, we are not a Skilled Worker Sponsoring Employer at this time.