Customer Voice Co-Ordinator We are currently looking for a Customer Voice Co-Ordinator to join The Sovini Group. Fully committed to Equality, Diversity, and Inclusion; we promote a positive culture of valuing and celebrating diversity and accepting and including people regardless of their personal characteristics or circumstances. Whoever you are, you can expect to be treated fairly, with respect and free from discrimination. If you have got the talent, the potential, the drive and determination there is a place for you at The Sovini Group. This position is a permanent opportunity As a Customer Voice Co-Ordinator, you will be expected to: Deliver a customer engagement and empowerment framework that supports our customers to engage and influence service provision, aligned to our strategies, regulatory and statutory requirements. Develop and maintain a strong stakeholder network across the communities in which we work, engaging partners through positive relationships to support the delivery of key projects to the mutual benefit of our customers, our partners and our wider communities. Ensure the effective delivery of the Service Delivery Plan, whilst ensuring regulatory compliance is. Deliver the requirements of the Customer Voice Strategy, through a framework that is aligned to customer needs meeting statutory and regulatory requirements. Produce outcome reports for Management, Board and Customers. Ensure mechanisms are in place to review, monitor and report on our customer empowerment framework. Develop and implement new ways in which our customers can influence, monitor, and scrutinise services and review and improve existing opportunities for customers. Implement new and emerging Government led initiatives and legislation, with an emphasis on the customer perspective. Work collaboratively with teams throughout the organisation, to ensure all staff have the right skills to engage and champion Customer Voice. Working with all frontline staff to embed Customer Voice into daily roles and responsibilities. Increase the number of customers who are involved in shaping services, through being actively involved in recruitment, meetings and activities. Develop and deliver recruitment initiatives, to bring customers together to scrutinise procedures, policies, and performance. Maintain and grow a database of involved customers and involvement preferences, assigning customers to specific groups and delivering training to increase their skills and knowledge in the area specific to their preferences. Facilitate and lead on customer meetings, forums, and groups to enable opportunities for customer input, feedback and scrutiny. Ensure high quality, timely and clear information is provided to customers to enable them to assess standards of services received and provide feedback and recommendations for improvement. Work in partnership with Marketing & Communications to identify and execute various PR activities to promote One Vision Housing and Sovini showcasing the Groups positive work across the region. Collect and act on Customer Feedback, creating new processes to meet customer needs and improve Customer Experience, feeding back outcomes to customers. Effectively manage the Customer Voice/Stakeholder Engagement budget. To manage a demanding and varied workload, working to both immediate and longer-term deadlines. To provide advice and support on good practice in relation to customer engagement and stakeholder engagement both within and outside the sector. To be proactive and resilient when working in partnership with stakeholders, customers and colleagues to resolve problems and create solutions. To meet appraisal targets and support the delivery and achievement of overall business objectives. Ensure workload is achieved within agreed Service Level Agreements while working in an agile way and enjoying a healthy work-life balance. Promote good practice in working in various locations, remaining adaptable to suit the business needs. To develop the Sovini Groups commitment to equality and diversity and to promote non-discriminatory practices in all works undertaken. To adhere with section 7 of the Health and Safety at Work Act to take reasonable care of own health and safety and that of others who may be affected by their acts and omissions. This job description is not intended to be an exhaustive list but to indicate the main responsibilities of the post. It will be reviewed periodically to consider changes and developments in service requirements. Commit to the CIH 7 Professional Standards of Conduct in your day-to-day activities. Commit to equality and diversity and to promote non-discriminatory practices in all aspects of work undertaken. Adhere with the Health and Safety at Work Act to take reasonable care of own health and safety and that of others who may be affected by their acts and omission To be successful in a Customer Voice Co-Ordinator role, the skills you will need : 5 or more GCSEs or equivalent. Must include Maths and English. Experience of working in a Customer Facing Environment. Experience of delivering an effective engagement programme for customers to shape and improve services. Experience of regulatory requirements and reporting of customer influence outcomes. Experience of organising and hosting Customer events. Experience of working with frequently changing priorities to meet deadlines. Ability to work in collaboration with colleagues, customers, partners and stakeholders to create meaningful engagement and involvement that maximises outcomes for customers and our wider community. Excellent communication skills. Excellent IT skills to include Microsoft Office. Ability to manage own workload and adapt quickly to changing priorities Be proactive and demonstrate initiative in developing new and improved ways of working. Ability to work in an agile working environment. Team player with the ability to work off own initiative. Full Driving Licence and use of car. Commitment to delivering excellent customer service. Ofqual regulated CIH (3,5,7) Qualification or the commitment to work towards. Excellent communication skills, able to communicate across multiple channels including Microsoft Teams, Face to Face and Email. To demonstrate The Sovini Groups values in your day-to-day job role Success, Passion, Authenticity, Courage, Enterprise. Experience or Knowledge of the below would be advantageous but not essential: Educated to Degree Level. Experience of compiling reports for Senior Management. Experience of training and supporting teams throughout the business. So if you are looking for a Customer Voice Co-Ordinator role with: Competitive salary - £31,188.52 Hours 36 hours per week (Monday-Friday). Agile working 28 days holiday increasing with service. Cycle 2 Work Scheme. Group personal pension scheme. Life Assurance. Career development opportunities. Corporate discount scheme. Staff well-being and feel-good programme. Apply online via our website today Please note we do not accept approaches from recruitment agencies and only applications made via our website will be accepted. Closing date 9 th April 2025 Please note that shortlisting may take place prior to the advert closing, if a high volume of suitable applicants have applied, the advert may close early. Please do not hesitate to submit your application.