Customer Insight and Engagement Manager

About the RoleWe are seeking a passionate and dynamic Customer Insight and Engagement Manager to lead on the development and delivery of resident involvement and engagement strategies. This pivotal role will focus on strengthening relationships at a community level, ensuring a diverse and inclusive approach to engagement while driving continuous service improvement.

As a key leader within the organisation, you will manage a dedicated Engagement Team, fostering a culture of innovation and accountability. You'll ensure engagement activities align with regulatory standards, such as the Tenant Empowerment Standard, and benchmark against industry best practices.

You'll also work collaboratively with internal teams and external stakeholders, ensuring resident insight shapes services and enhances the overall customer experience.

Key Responsibilities

• Lead and manage the Engagement Team, embedding a culture of self-sufficiency, responsiveness, and high-quality outputs.
• Deliver a wide-ranging programme of engagement activities to provide all residents with opportunities to get involved at a local level.
• Oversee the delivery of capacity-building activities for residents, enabling co-production and scrutiny of services at a community level.
• Develop and promote effective communication channels (e.g., newsletters, website content, reports) to encourage resident participation and highlight outcomes.
• Collaborate with internal teams to drive resident-focused improvements, ensuring alignment with organisational customer strategies.
• Build and maintain relationships with external stakeholders to strengthen partnerships and gather local insights.
• Ensure all engagement activities comply with housing regulations and reflect best practices in the sector.

About YouTo excel in this role, you'll bring:

• Proven experience in managing staff, projects, and budgets within a customer-focused environment.
• A strong track record of delivering resident engagement initiatives that result in measurable service improvements.
• Exceptional stakeholder management and collaboration skills, with the ability to work effectively with internal teams, residents, and external partners.
• Excellent communication and interpersonal skills, with the ability to build rapport and inspire trust across diverse audiences.
• Experience in fostering resident involvement and co-production to deliver outcomes that enhance the customer experience.
• Strong organisational skills and the ability to manage competing priorities effectively.
• Knowledge and experience of delivering the Tenant Empowerment Standard and Consumer Standard

For more information apply now or reach out to:

In our company values we aim for equity at all stages of the recruitment process, please let us know if we can do anything to make the process more accessible to you.