Customer Engagement Manager
Location: Nottingham
Salary: £37,752 - £42,510 per annum
Here at NCHA we’re passionate about listening to our customers and using their feedback to improve the way we do things. We’re looking for a Customer Engagement Manager to lead a team of specialists who ensure the voice of the customer is heard at all levels of our organisation – enabling a culture of ‘customer first’.
The focus for the Customer Engagement Manager is to deliver NCHA’s Customer Engagement ambitions in partnership with customers and all teams across NCHA. This includes developing and maintaining a clear engagement framework that ensures all activities are connected to provide a continuous flow of information, insight, and improvement.
Key Responsibilities:
1. Lead a centralised customer engagement team that supports strategic ambitions and decision-making.
2. Develop a team that represents NCHA for customers, providing a platform to hear their voice.
3. Deliver the Customer Engagement team plan.
4. Build and develop a ‘community of customers’ who are engaged and interested in improving our services.
5. Oversee, manage, and develop a team of formally involved customers represented on various panels, committees, and the NCHA Board.
6. Develop a proactive programme of activities and events that align with our customer demographics and corporate objectives.
7. Utilise all available customer insight to analyse, report on, and steer the work of the department and wider business. Develop mechanisms for clear reporting to the Board, Executive & Senior Leadership Teams, colleagues, and customers on the impact of our customer engagement activities.
Ideal Candidate:
If you are passionate about delivering exceptional customer service whilst collaborating with others, we want to hear from you. We’re looking for an enthusiastic person who thinks differently and enjoys driving positive change. You’ll be experienced in customer engagement or customer experience, have strong leadership skills with a track record of developing teams, along with excellent interpersonal skills.
Working Hours:
Monday - Friday 9am - 5pm, with a minimum of 3 days per week working from the office and 2 days per week working from home. Head Office is based in Clifton.
Looking forward to receiving your application!
As an Equal Opportunities and Disability Confident Employer, NCHA welcomes applications from all suitably qualified candidates including those from Black, Asian, and minority ethnic groups and disabled candidates. As part of our LGBT Allies Programme, we also welcome applications from members of the LGBT community and encourage inclusivity in the workplace.
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