Customer Engagement & Scrutiny Lead
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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 to save money by claiming cashback over £1000 each year for healthcare such as dental, optical, physio, and more. Coverage includes dependents up to age 21 or 24 if in full-time education.
* Savings on gym memberships, cashback, and discounts 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 digital channels, to remove barriers to tenant involvement and reach all customer types.
* Create mechanisms to share tenant feedback and lived experiences with business representatives, ensuring the customer voice is engagingly represented and incorporated into service delivery.
* Manage digital engagement tools such as surveys, polls, and online discussion groups to understand residents' needs and suggestions for service improvements.
* Identify community engagement events and initiatives to promote positive resident involvement, including conducting focus groups with diverse and potentially hard-to-reach audiences.
* Maintain a thorough understanding of regulatory requirements, liaising with TPAS, and working towards and maintaining TPAS accreditation.
* Manage a Customer Engagement Coordinator and deliver a tenant involvement program to ensure tenants' views influence business improvements.
* Collaborate with the Customer Research & Insight Manager to bring the tenant voice to life.
About You
Successful candidates will need:
* Strong communication skills, including active listening, moderation skills, and embracing diversity.
* Proven experience managing engagement, involvement, and scrutiny projects from start to finish.
* Confidence working with internal and external stakeholders, including senior leaders.
* Excellent spoken, written, and visual communication skills, adaptable to different audiences.
* Ability to work at pace, prioritize, and manage multiple tasks.
About Us
* We are dedicated to helping people in need of housing, believing a good home enables many opportunities.
* We are one of the North East's largest housing providers, serving over 60,000 customers through building, renting, selling, and managing homes, along with providing various services.
* We have held the Investors in People Gold Award since 2010, reflecting our people-focused culture.
* Our values—customer focus, working together, respect, accountability, integrity, and leadership—are embodied in the Bernicia Way culture.
Please note, you may be required to drive for business, and thus must hold a current and valid driving license.
For More Information
Contact Lynne Pitwood at 07899946842.
We reserve the right to close this vacancy earlier than advertised if we receive a high volume of applications.
Bernicia is committed to equal opportunities and welcomes applicants from underrepresented groups.
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