Customer Engagement and Scrutiny Lead
Location: Ashington or Durham
Contract: Permanent
Hours: 37 per week
Salary: £36,047 per annum (including 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 position is for you!
The Benefits:
* 28 days annual leave (plus bank holidays) based on a full-time role
* Work from home up to 2 days a week
* Health cash plan membership saving over £1000 annually on healthcare such as dental, optical, physio, and more. Dependents up to age 21 or 24 if in full-time education are covered.
* Savings on gym memberships, cashback, and discounts from major retailers, supermarkets, travel, cinema, and more.
* Generous pension scheme with life insurance of 3x salary
About the Role:
1. Design and deliver a comprehensive scrutiny and engagement strategy using multiple methodologies, including traditional and digital channels, to remove barriers and reach all customer types.
2. Create mechanisms to share tenant feedback and lived experiences with business representatives, bringing the customer voice to life engagingly. Liaise with internal stakeholders to ensure feedback influences service delivery.
3. Manage digital engagement tools such as surveys, polls, and online discussion groups to understand residents' needs and suggestions for service improvement.
4. Identify and promote community-based engagement events and initiatives, conducting focus groups and qualitative techniques to engage diverse and potentially hard-to-reach audiences.
5. Maintain a thorough understanding of regulatory requirements, liaising with TPAS to achieve and maintain TPAS accreditation.
6. Manage a Customer Engagement Coordinator to deliver tenant involvement programs that inform business change and drive continuous improvement.
7. 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, moderating conversations face-to-face or online, 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 those in need of housing, providing great homes and services that enable other opportunities.
* Bernicia is one of the North East’s largest housing providers, serving over 60,000 customers through building, renting, selling, and managing homes.
* We are committed to our people, holding the Investors in People Gold Award since 2010.
* Our values—customer focus, working together, respect, accountability, integrity, and leadership—are embodied in our 'Bernicia Way' culture.
Please note, you may be required to drive for business purposes, and a valid driving license will be necessary if so.
For more information, please contact:
Lynne Pitwood at 07899946842
We reserve the right to close this vacancy early if we receive a high volume of applications.
________________________________________________________________
The Group is committed to equal opportunities and welcomes applicants from underrepresented groups at Bernicia.
#J-18808-Ljbffr