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
About the Role:
* 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.
* Create mechanisms to share tenant feedback and lived experiences with business representatives, ensuring the customer voice influences service delivery.
* Manage digital engagement tools such as surveys, polls, and online discussion groups to understand residents' needs and concerns.
* Identify and facilitate community-based engagement events and qualitative techniques to engage diverse and hard-to-reach audiences.
* Maintain understanding of regulatory requirements, liaising with TPAS, and working towards and maintaining TPAS accreditation.
* Manage a Customer Engagement Coordinator and deliver tenant involvement programs to inform business changes and drive improvements.
* Collaborate with the Customer Research & Insight Manager to enhance tenant voice initiatives.
About You:
* Strong communication skills, including active listening and moderating conversations in diverse settings.
* Proven experience managing engagement, involvement, and scrutiny projects from start to finish.
* Confidence working with internal and external stakeholders, including senior leaders.
* Excellent verbal, written, and visual communication skills adaptable to different audiences.
* Ability to work efficiently, prioritize tasks, and manage multiple projects simultaneously.
Benefits:
* 28 days annual leave plus bank holidays.
* Option to work from home up to 2 days a week.
* Health cash plan covering healthcare costs, including dependents.
* Savings on gym memberships, retail discounts, and cashback offers.
* Generous pension scheme with life insurance of 3x salary.
About Us:
* We are committed to helping those in need of housing, providing homes and services to over 60,000 customers in the North East.
* Our culture is built on values of customer focus, collaboration, respect, accountability, integrity, and leadership, encapsulated in the 'Bernicia Way.'
* We are an equal opportunities employer and welcome applicants from underrepresented groups.
Please note: You may be required to drive for business purposes; a valid driving license is necessary if so.
For more information, contact Lynne Pitwood at 07899946842.
We reserve the right to close this vacancy early if we receive a high volume of applications.
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