About the role:

Here at Gentoo, we provide more than 60,000 people across Sunderland with a place they can call home.

We believe that everyone has the right to live in a good quality home, that they can afford.

We feel passionately about our customers. That’s why we are looking for a dynamic, caring person to fit the newly created position of Customer Engagement Lead.

This role will be key to ensuring our customers are involved right across the Group, making sure we listen and learn to what our customers tell us and using that insight to both drive service standards and improve customer service.

Gentoo is a values-led, charitable organisation with a clear vision and social purpose. You will want to make a difference on a daily basis for our customers. As a people person, you’ll be equally comfortable dealing with both your colleagues and our customers, ensuring their feedback is at the forefront of our decision-making.

You will be experienced in leading service improvement in a regulated environment and also able to analyse data and complaint themes to expertly inform on how we can provide the best possible service.

Our customers are at the heart of everything we do, are you ready to help us deliver?

Key responsibilities will include the following, a full job description is available to view at www.gentoogroup.com/careers

Lead, manage and champion customer involvement activities across the Group

Create and deliver a regular and consistent menu of opportunities for customer involvement, which is accessible and appeals to different demographic groups.

Maintain an up-to-date understanding of key complaint themes and deliver insight to all service areas to drive service improvements and customer satisfaction.

Create and embed a culture of continuous review, ensuring complaint themes are understood and that the Group can demonstrate learnings from customer feedback.

What we are looking for:

A full UK driving licence is essential with previous experience of the following:

Working in a regulated sector with knowledge of social housing regulations and standards.

Leading customer involvement activities.

Driving behavioural change for organisational and customer benefit.

Closing date:

09-Oct-2023

We're a housing association that provides more than 60,000 people in Sunderland with a place they can call home. We're a values-driven organisation, with a clear vision, a social purpose and a commitment to investing in people, place and property. We believe everyone has the right to live in a good quality home they can afford and invest millions of pounds every year in keeping our existing homes safe, secure, and compliant.

We're also playing our part in addressing the UK housing crisis locally, by building hundreds of new, modern and contemporary homes for rent in Sunderland - homes that meet the needs of local people. Not only do we provide vital housing - we support our tenants, residents and communities by investing in services that help people live their best possible life.

This includes helping people to work, victims of domestic abuse and anti-social behaviour, young people to live independently, as well as a wellbeing service that supports our elderly tenants and residents.