Customer Voice Lead
This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in {x} days at {xx:xx} BST.
The vacancy
Contract Type: Permanent
Hours: 35 hours per week / Monday to Friday (agile working arrangements in place, expand)
Closing date: 13th March 2023
Interview date: TBC
Interview location: Soapworks, Salford Quays, Manchester
Our organisation is all about people – the people who live in our homes, the communities we serve, and those we work with. So, it’s no surprise that we recruit for attitude and behaviour which are central to us building relationships and delivering great experiences for these people. We employ colleagues who are passionate about making a difference who will take responsibility to get things done.
As a not-for-profit housing association, we provide homes and services to over 20,000 people across Greater Manchester. We build more affordable new homes, make a difference in the communities we serve, and support our colleagues to enjoy work, learn and grow.
This role will help us to do this by ensuring customers are involved in the decisions we take, and their voices are heard and acted on across our organisation. We’re looking for someone that can grow and develop engagement opportunities for customers and monitor the impact of customer involvement in terms of performance and improving and tailoring services for customers.
In this role, you will be responsible for
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Promoting and delivering customer engagement activities.
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Collating and analysing customer feedback.
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Developing and implementing our customer service standards for customers.
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Supporting the development and implementation of all customer facing strategies.
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Providing analysis and action plans for all feedback and reports this to the Leadership Team and the Board of Management.
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Demonstrating that we are listening to customer feedback and sharing outcomes from this.
We need people who are / have / can
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Experience of delivering effective customer engagement in social housing or similar public sector service.
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Knowledge of positive practices and techniques for effective engagement.
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Experience of developing and embedding effective customer engagement frameworks and methods.
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Experience of performance reporting and report writing.
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Develop and maintain strong relationships across a diverse range of stakeholders, with good interpersonal and communication skills.
Everyone’s welcome here. Our culture is inclusive, and we are committed to increasing diversity. We enable everyone to be themselves at work, so that they feel at home with us. And we trust and support people to do their best, in a role that is fulfilling and rewarding because we know that this helps us to deliver better outcomes for our customers and our colleagues.
If you want to be part of our team and help us make a difference, we’d love to hear from you.
The company
Irwell Valley Homes is a housing association providing affordable homes and services to over 16,000 people across Greater Manchester and employing over 280 colleagues.
We are a charitable, registered provider of social housing and offer homes mainly for social rent, with a small number for affordable rent, market rent and shared ownership. We also provide homes with support for people with dementia, mental health issues, learning and physical disabilities, those who have been made homeless and people affected by domestic abuse.
As well as providing homes, we deliver services and support to customers and work in partnership with specialist organisations to help them sustain their tenancies and get on in life. And we engage with customers to shape services and review our effectiveness.
How we work
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