Customer Engagement Officer
Job Location: Brindley Place, Birmingham.
Salary: £26,000
Contract type: Permanent
Working hours: 37 hours per week. Office attendance - Once per week.
Close Date: 5th June
Interview date: 15th June
GreenSquareAccord is expanding its Customer Engagement team, and we`re excited to be recruiting a for a Customer Engagement Officer to support our work in strengthening how we listen to, learn from, and act on customer feedback.
This is a fantastic opportunity to join a developing team at an exciting time, playing a hands?`on role in delivering meaningful engagement activities and helping us improve services across the organisation.
If you`re passionate about working with customers, creating inclusive engagement opportunities, and making sure residents feel heard, valued, and involved, this role gives you the chance to make a real difference.
About the role
You`ll play a key role in delivering customer engagement activities and ensuring customer insight drives decision-making across the organisation. Working closely with the Customer Engagement Manager and wider teams, you will:
* Support the planning and delivery of inclusive engagement activities, events, and consultations.
* Gather, analyse, and interpret customer feedback, survey data, and complaint trends.
* Turn insight into clear, actionable recommendations to improve services.
* Help embed the customer voice into service design and improvement initiatives.
* Support customer experience projects, ensuring timelines and outcomes are met.
* Build strong relationships with colleagues and stakeholders to promote a customer-focused culture.
* Track actions and demonstrate the impact of customer feedback
We`re seeking someone who is organised, collaborative, and genuinely passionate about improving customer experiences.
You`ll bring:
* Experience supporting or delivering customer engagement or feedback activities.
* Strong communication skills, with the ability to explain insights clearly
* A proactive, solution-focused mindset.
* The ability to manage multiple tasks and work to deadlines.
* Attention to detail, especially when working with data and reporting.
* A strong commitment to equality, diversity, and inclusive engagement.
It would be great if you also have:
* Experience working with diverse or hard-to-reach groups.
* Exposure to project or change environments.
* Relevant training or qualifications in customer engagement, community development, or customer experience.
About us
We are GSA, we provide affordable homes and services that create a foundation from which people in our communities can thrive.
We own and manage 25,000 homes in diverse communities across the West Midlands and Southwest.
Everyone deserves a home, it`s a place from which we build our future, we thrive at home.
We are proud to play an active role in dealing with the consequences of the housing crisis, by providing affordable homes for people in our communities who need them most.
Often a home is all someone needs, but when our customers need more, we offer a range of services, including care, money advice and coaching to support them.
We also provide care and support to some of the most vulnerable people in society. This includes support for people who are homeless, experiencing domestic violence or are part of the criminal justice system.
The GSA Way
We know that how we do things is just as important as what we do. To help us make a difference, together, we created the GSA Way.
A culture we commit to, aspire to, and live and breathe. Commitments and behaviours which together make our organisation what it is.
Our five core commitments are:
* We believe our customer is everything
* We are one team
* We are supportive and caring
* We are business-minded for social purpose
* We are curious and ambitious.
Benefits
In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes:
* 25 days annual holiday entitlement
* A defined contribution pension scheme.
* Trust based flexible working and a Confidential Employee Assistance Programme (EAP).
* Two days paid volunteering leave per year
* Buying and selling of annual leave
* Opt-in health cash plan with cover on eye test and glasses, Dental, therapy and much more!
All individuals who apply to work at GreenSquareAccord are considered on their merits in line with our Diversity and Inclusion strategy and policy.
GreenSquareAccord are a Disability Confident Employer therefore we actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the `essential eligibility criteria` for the role, as detailed in the job description, are guaranteed an interview.
If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.