Customer Engagement Lead

Customer Engagement Lead

£35,000

Chelmsford, Essex

Permanent, Full Time

We are looking for a Customer Engagement Lead to manage and deliver CHP’s Customer Engagement Strategy through empowering customer to influence our services. You’ll provide and support others to provide opportunities for customers to engage that are inclusive and meet both customers’ and CHP’s needs. You’ll think creatively and work collaboratively across the business to promote the voice of the customer and ensure it is at the forefront of our thinking and delivery.

What you'll be doing

• Support and empower customers to effectively engage by offering and promoting wide-ranging, innovative and accessible opportunities, tools and activities so that customers can be involved in ways that suit them best.

• Facilitate engagement sessions to ensure customers can influence governance and strategic direction through the board at CHP.

• Promote the voice of the customer across CHP, so that it helps to shape our services and drive continuous improvement wherever possible.

• Recruit and organise CHP’s customer scrutiny group, including training and development of members, organising meetings and providing support as required.

• Develop and deliver a communications plan for customer engagement, in collaboration with customers and CHP’s Communications Team. Publicise outcomes from effective customer engagement to all customers.

• Work with the wider Community Investment and Engagement Team, Neighbourhood District teams and partners to develop and deliver an innovative programme of community engagement activities to enhance the local neighbourhoods and understand their needs.

What we are looking for

• Full driving licence and access to a vehicle for work purposes.

• Good understanding and relevant experience of customer engagement.

• Good understanding of, and ability to create and build relationships with a wide range of customers and stakeholders at all levels and from all walks of life.

• Excellent interpersonal, verbal, written and presentation skills, with the ability to adapt style to suit a variety of audiences.

• Good active listening and facilitation skills.

• Understanding planning and organisation, ensuring delivery of events, priorities, and actions.

Committed to equality of opportunity, we welcome applications from all sections of the community. Applications for job share and part-time working will be considered on a business needs basis.

Benefits

• The salary for this post will be £35,000 Per Annum.

• Learning and development opportunities

• Healthcare cash plan

• Robust employee reward and recognition programme

• Free and confidential Employee Assistance Programme

• CHParticipate volunteering programme

• Wellbeing day per annum

• Competitive pension scheme

• 25 days annual leave per annum, plus bank holidays and 3 extra days between Christmas and New Year.

• 37 hours per week - employees may be able to work flexibly by agreement with their line manager, taking account of business need. We operate a hybrid working policy at CHP. This role will require you to work flexibly outside of course office hours, including approximately 4-6 evenings per month and the occasional weekend.

The Company

We’re a local housing association that’s passionate about tackling the housing shortage in the East of England. We provide warm, safe and affordable homes. But we don’t stop there. We offer a wide range of support and services to help our customers and their communities to thrive.

We want to be an organisation that cares about our customers and communities and is determined to make a difference. We'll be bold and open-minded in our pursuit of solutions to help people transform their lives.