This is a Full Time, vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
We’re looking for a Senior Customer Voice Officer to play a central role in strengthening how Cobalt listens to, understands and responds to its customers. Working closely with the Customer Experience Manager, this role is pivotal in ensuring customer insight shapes services, decisions and continuous improvement across the organisation.
You will lead on capturing and interpreting customer feedback, helping to embed a culture where the customer voice is proactively sought, clearly understood and consistently acted upon. Through effective use of data, insight and engagement activity, you will ensure customer needs and expectations are at the heart of service design and delivery.
This role sits within Cobalt’s Customer Experience function and works collaboratively with service leads and teams across the organisation. You will plan and deliver customer engagement activities, manage customer surveys, and ensure learning and outcomes are recorded, monitored and reported, supporting accountability and customer‑focused decision making.
Please review the full Recruitment Pack, available to download below.
The Company
Cobalt Housing is a registered housing association based in North Liverpool. We manage and maintain around 6,000 affordable homes in Fazakerley and Sparrow Hall, Croxteth and Norris Green.
We carry out a wide range of economic, neighbourhood and community regeneration activities and believe that, by providing quality places to live and support to those who need it, we play our part in developing thriving communities where people are proud to live and can be their best.
You have already applied for this vacancy, please go to your account to see your progress.
Privacy Policy
Cobalt Housing LimitedPrivacy Statement
The following explains how we Cobalt Housing (Controllers) intend to use the information you provide in your application, along with your rights, our reasons for requesting it and who will have access to it.
As defined by the General Data Protection Regulation (GDPR) Cobalt Housing is the Data Controller and ultimately responsible for ensuring the data you provide is kept secure, processed correctly and that you understand your legal rights in relation to the data you provide.
The recruitment software we use via this website is supplied by IRIS Software Group Limited and they are defined as a Data Processor under the GDPR. They will only process your data in accordance with our instructions.
IRIS can be contacted at: 4th Floor Heathrow Approach, 470 London Road, Slough, England, SL3 8QY
We collect information that is specifically provided by you as part of an application process. We will collect the following (but not limited to):
Name, address, email, telephone number
CV (if applicable)
Equal opportunities monitoring information (defined as special categories data) - this information is purely for statistical analysis and monitoring purposes
Answers to application questions
Any other information you wish to provide in support of your application
We are using Contract as our legal basis for processing, which means we can use your details and information so that we may assess your suitability for employment with us, as well as carry out our statistical analysis of recruitment.
Why do we collect this information and who do we share it with?
Details you provide in this application:
Will be held on our computer systems and may be downloaded by us
Will be used to deal with your application
Will be made available to us and our processors
Will be used for communication with you regarding the vacancy
Will be used to satisfy legal requirements
Will be used for statistical analysis
Will be held and may be used to contact you about other vacancies
We will store your application data for 6 months after the vacancy has closed. After this period, it will be deleted.
We use some automated screening tools as part of this application process. The answers you provide to one or more of the questions (excluding any special categories/equal opportunity questions) may result in your application being automatically declined. This technology is used to help us manage the high volume of applications we receive and can assure applicants the same outcome would occur if we manually reviewed your application. The reason for the decline will be made available to you in your candidate account.
We use some automated screening tools as part of this application process. The answers you provide to one or more of the questions (excluding any special categories/equal opportunity questions) may result in your application being automatically declined. This technology is used to help us manage the high volume of applications we receive and can assure applicants the same outcome would occur if we manually reviewed your application. The reason for the decline will be made available to you in your candidate account.
How can I access the information you hold about me? Your rights
We are dedicated to providing reasonable access to visitors who wish to review the personal information retained when they apply via our website site and correct any inaccuracies it may contain. If you choose to register, you may access your profile, correct and update your details, or withdraw your details at any time. To do this, you can access your personal profile by using the secure login. In all cases we will treat requests to access information or change information in accordance with applicable legal requirements.
You have the following rights in relation to the way in which we deal with your personal data:
the right of erasure or to be forgotten
the right to rectification if information is inaccurate or out of date
the right of data portability (to obtain and reuse your personal data)
the right to object to networx and the controller and processors handling of your personal data
the right to withdraw your consent with regards to the handling of your personal data
you have the right to ask for a copy of the information we hold about you (Subject Access Request - S.A.R)
You have the right to lodge a complaint with a supervisory authority - the ICO
Within your candidate account, you can also use the Download Data feature to generate an XML file of the current data we hold on you that you have provided and/or have access to within the account.
Where you exercise your right to object or withdraw your consent we may process your personal data without your knowledge or consent where we are permitted or required by law or regulatory requirements to do so. In such a case, we will not process more personal data than is required under the circumstances.
If you are not satisfied by our actions, you can seek recourse through our internal complaints procedure. If you remain dissatisfied, you have the right to refer the matter to the Information Commissioner (www.ico.org.uk) or seek recourse through the courts.
Cobalt Housing can exercise the right to update this policy as and when required.
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