Customer Engagement Lead (12 month contract)

Change Housing has a fantastic opportunity for a Customer Engagement Lead  to join our friendly team for a fixed term of 12 months to cover a period of maternity leave.Our offices are near Media City in Salford, but you will also have the option to work half of your week from home giving you the perfect balance of autonomy and collaboration.About us Change Housing, together with subsidiaries Hilldale Housing Association, Quays Housing and Trinity Housing provides Specialist Supported Housing and homelessness bridging accommodation and services to some of the most vulnerable people in our society who need additional support to live better, more independent lives.We bring expertise and capability together which enables the small-scale registered housing provider to create operational excellence, growth and diversification. We are part of the wider FourSynergy Group - a leading UK provider offering an end-to-end service that spans the four core pillars of social care: care, housing, development and investment.You will lead on customer engagement by capturing and using the voice of customers to improve services and ensure compliance with the Consumer Standards across Change Housing Group and its registered subsidiaries.   You will be responsible for reporting on customer metrics, managing and producing insight from complaints and using a range of engagement opportunities to influence and improve service delivery. You will be accountable for maintaining our approach to engaging with customers in line with our tenant engagement strategy.You will actively promote customers to be at the heart of service delivery and ensure that they are involved in decisions which impact on the quality of their homes and related services.You will work collaboratively across the Group so that we deliver a high-quality, cost effective and customer focussed service to our tenants.Key Responsibilities will includeEngaging  with customers (and families and advocates) through our Tenant Voice panel, producing insight on customer experience across the Change Housing groupDelivering a customer engagement strategy that ensures compliance with Consumer Standards and improves the overall customer experienceLeading on complaint management and learning from these, with a focus on ensuring complaints are handled correctly and fully resolvedProducing monthly complaints reports that demonstrate our performance against our Complaints Policy and the use of feedback from complaints and compliments to improve our businessLiaison with the Housing Ombudsman on any escalated complaints, leading on compliance with the Ombudsman’s codeWorking in partnership with and providing  guidance and advice to senior managementLeading on the annual self-assessment against the Consumer StandardsContributing to our Tenant CommitteeProducing annual Customer Report(s)Co-ordinating, investigating and completing stage 1 complaintsCreating a mechanism for ensuring customers are involved, consulted, and can scrutinise and influence business decisionsEnsuring that the voice of Tenants can be heard at all levels of the organisation including the BoardEngaging  with communication methods for tenants who have a range of abilities/disabilities.What we are looking forExperience of service delivery and complaints resolution in a customer-facing environmentA Level 4 Housing QualificationProven experience of improving customer experience/service deliveryExperience of working with customers and customer groupsThe ability to analyse information and produce meaningful reports with concise recommendationsKnowledge of the care sector and/or experience of working in a regulated sector and experience of engaging Tenants with a range of disabilities is desirable although not essential.Why Choose Change Housing ?We are offering a salary of circa £38,000 depending on experienceWe believe in looking after the people who look after others. That’s why we offer a great benefits package:Agile working – balance your work and personal life with remote working for half of your weekContributory pension scheme – secure your future while making a difference todayNHS top-up healthcare scheme (Benenden) – prioritise your health and well-being25 days’ annual leave (increasing to 28 with service)The option to purchase additional annual leaveLife assurance, occupational sick pay, and family friendly leave payFree on-site gym, parking, and unlimited tea and coffee to fuel your day To apply for this role please send your CV and a tailored covering letter demonstrating how you meet our requirements and what you’ll bring to the Change team.Don’t wait – apply today! Together, we can make a difference.