Join us as a Customer Engagement Lead at Thirteen Group! Are you passionate about amplifying customer voices and driving meaningful change? We’re looking for a driven and experienced Customer Engagement Lead committed to equality, diversity and inclusion, ensuring the customer voice is at the heart of services.
Role Overview
This is a roam role, working at least three days a week from our office at Hudson Quay in Middlesbrough, but also out in the community engaging directly with customers. You must be flexible to come into the office more frequently as required.
Benefits
* Salary £45,666 per annum
* Annual leave starting at 28 days, increasing to 31 days after three years, plus a day off on your birthday and bank holidays
* Pension up to 17% contributions (flexible contribution rates of up to 7% colleague and up to 10% employer)
* Simply Health – savings on common health expenses and access to wellbeing support services
* T’dar Discount and Reward platform – savings on everyday brands
* Opportunities to buy and sell annual leave
Key Responsibilities
* Lead customer engagement and involvement work to encourage more customers to get involved and shape decisions, review services, and hold us to account.
* Design and deliver interesting and inclusive engagement programmes using a mix of digital, face‑to‑face, and community‑based activities that reflect diverse customer needs.
* Lead a small team, supporting them to deliver high‑quality engagement activities and embed learning across the organisation.
* Use feedback to tell the customer story, influence service design and continuous improvement, and report on the real impact of customer voice.
* Work with community groups, partners, and voluntary organisations to widen engagement reach and bring forward a wider representation of voices.
Qualifications
* Passionate about championing the customer voice with hand‑on experience in customer engagement, community development or housing services.
* Creativity, initiative, and a genuine commitment to ensuring customer voices are heard and reflect the communities we serve.
* Understanding of customer involvement frameworks and regulator expectations.
* Experience managing people, volunteers, or community networks is an advantage.
* Excellent relationship building across diverse audiences, facilitation, and influencing skills; empathetic, approachable, and listening deeply.
* Confident with data, able to translate findings into actionable insights and recommendations.
Employment Information
As part of our hiring process, if you’re successful we’ll need to verify your right to work in the UK. Unfortunately, we are not a Skilled Worker Sponsoring Employer at this time.
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