Customer Insight and Engagement Officer

☞ Broadacres Housing Association

View: 109

Update day: 07-05-2024

Location: Northallerton North East

Category: Other

Industry: Non-profit Organization Management

Position: Entry level

Job type: Full-time

Salary: £30,438.15 - £30,438.15

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Job content

We have an exciting opportunity to join us to champion Broadacres’ approach to customer insight, the voice of the customer and our approach to complaints and expressions of dissatisfaction.The roleIn this varied role, working within the customer engagement and insight team, you will support customer insight by obtaining feedback through digital, telephone and face to face contact or other customer engagement. You will identify and implement innovative ways of actively engaging with our customers to gain customer insight and you will develop and promote digital ways of capturing customer feedback.You will have sustained levels of face to face contact with customers both on an individual and group level therefore experience of working with vulnerable people, tenants or service users would be preferable.With a creative and collaborative approach you will keep up to date with the latest developments in customer insight and bring your learning back into the business.Another aspect of this role is to coordinate, analyse and report on complaints received by Broadacres, to ensure customer experience is improved as a result.You will provide customers with the peace of mind that their complaint is being dealt with in a professional manner and will support the continuous improvement of services through the analysis and identification of root causes of complaints.We Are Looking For Someone WithMake sure to apply with all the requested information, as laid out in the job overview below.
  • Experience of directly delivering customer insight activities or activities that seek to involve the public influencing services.
  • Experience of evaluating, monitoring and reviewing work undertaken, including report writing.
  • Awareness of the culture of customer involvement within the social housing context and current developments in this area.
  • Experience of designing questionnaires, analysing and interpreting data.
  • Excellent verbal and written skills, especially when dealing with complaint resolution.
  • Strong interpersonal skills with the ability to establish and maintain positive relationships with a range of people across the organisation.
  • A customer focused approach that’s lives our values – Passionate, empathetic and respectful
  • Ability and confidence to drive and access to a vehicle
What We Can Offer In Return
  • A competitive salary
  • Extra day of annual leave for birthdays totalling 33 pro rata (inc. bank holidays). Annual leave also increases for every year of service up to 5 years totalling 38 days (inc bank hols)
  • Defined Benefit Pension Scheme
  • Salary sacrifice schemes including dental insurance, cycle to work and eco-friendly cars
  • A range of other benefits
Please note: This vacancy may close before the advertised closing date if sufficient suitable applications are received. We will be interviewing as applications come in so apply early to avoid disappointment!At Broadacres we are an equal opportunities and disability confident employer who welcomes applicants from all sectors of the community, and we encourage applications from people who are underrepresented in areas of the organisation.INDLOW
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Deadline: 21-06-2024

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