Resident Engagement Officer - Housing
£27,008 per annum
Full Time, Permanent
Closing Date: Monday 13th December 2021 at 9am
Interview Date: Tuesday 4th January 2022
Our client has an exciting opportunity for a Resident Engagement Officer to join their team to ensure that the views of customers at a community/neighbourhood level are understood by the organisation, and that customers are kept up to date with changes to services resulting from their feedback. This supports their corporate objective of 95% customer satisfaction.
Reporting to and working with the Business Improvement Manager, this role will require you to coordinate and direct the work of Tenant Mystery Shoppers, Tenant Inspectors and other ad-hoc resident engagement activities, collate feedback and support the BI Manager in the collation of Training Management System (TMS) reports.
You will ensure that issues identified from engagement activities are raised with the appropriate service manager and maintain accurate records of all customer feedback in a format that is easily examined.
With a good standard of education, you will have experience working in customer facing service delivery. Communication will be key to this position so you will need to have the ability to listen to and empathise with customers.
They are looking for someone with proven experience of facilitating group activities with confidence, producing short, concise feedback material that is understood by the audience and recognises key themes and patterns in data. You will also have experience of challenging constructively and using your influence to direct change. An ability to use IT software to engage residents “virtually” will be important.
This post requires that the job holder is subject to a DBS check at a basic level.
What they can offer in return:
Our client employs 157 people and is dedicated to providing excellent services to their customers by having excellent staff. They are very much a learning organisation. They have a major commitment to identifying transferable skills within their employees and creating opportunities for individuals to grow.
They are a people based organisation and their people are actively encouraged to “bring their whole selves to work”. The things that are important to you become important to them too.
They believe in their people, and actively support them based upon three core themes: ‘Look after yourself’, ‘Look after your colleagues’ and ‘Look after the business’
They are a great employer who pays fairly and has excellent terms and conditions. But above all they absolutely recognise that good performance is linked to happy staff, so they actively encourage fun and expect that it is part of the normal working day.