Job Description
Customer Engagement Officer (Digital)Salary: £41,185 + excellent benefitsLocation: Letchworth Garden City or High WycombeHybrid working: Two days per week in the office, and three days from home (with occasional travel between offices and in the community)Contract: 12-month fixed term contractHours: Full time, 37 hours per week (Monday - Friday)Are you looking to join a growing, values-led organisation with a clear social purpose?At SettleParadigm, were proud to be the largest housing group in the region, managing over 30,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire.Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of and maximising number of new affordable homes we build. Through our merger weve brought together shared values, skills and ambition, so we can build more affordable homes and make an even bigger difference in the communities we serveIf you're ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, wed love to welcome you on our journey. Together, were building a better future.We're looking for a Customer Engagement Officer (Digital) to join our Customer Insight and Influence team on a 12-month fixed-term contract.
This is a key role where you will shape how we engage with residents online and help ensure their voices influence decisions across the organisation.If you are passionate about digital engagement, user experience and creating accessible online journeys, this is a brilliant opportunity to make a meaningful impact.About the RoleYou will lead the evolution of our digital engagement platform, "Connect", and help us build a modern, accessible and resident friendly online experience. You will design digital journeys, create engaging content, analyse user behaviour and support colleagues to deliver high quality digital engagement across a range of projects.You will also play a central role in the redesign and rebrand of the Connect platform, working closely with Communications, IT and colleagues across the business.This is a hands on role that blends digital content design, UX, analytics, project management and resident engagement.Key Responsibilities:Act as the go to expert for digital engagement across SettleParadigmManage day to day activity on the Connect platform including content creation, publishing and optimisationDesign clear and intuitive user journeys that make it easy for residents to take partCreate engaging digital content including pages, surveys and interactive toolsEnsure accessibility to Web Content Accessibility Guidelines Level AADevelop resident friendly email and SMS communications using segmentation and targetingAnalyse engagement data using GA4, Tag Manager or similar toolsTranslate insight into recommendations that influence decision makingTrain and support colleagues to create and publish contentProject manage the Connect platform relaunch for Autumn twenty twenty sixReview and improve our digital engagement offer with input from residents and colleaguesSupport use of CX Feedback to improve local engagement and customer surveysSupport impact assessments and help publicise outcomes through articles, blogs and storiesSupport in person engagement including Big Door Knocks and local eventsWhat Were Looking ForMust haves:Experience designing and delivering digital engagement or digital researchExperience creating accessible digital content and communicationsExperience mapping and improving user journeys using UX and inclusive designExperience designing mobile first experiencesExperience using analytics tools such as GA4, Tag Manager or HotjarExperience working with accessibility standardsStrong project management skillsStrong verbal communication skillsStrong written communication skills for content and reportingStrong analytical skillsAbility to build relationships with colleagues and customersAbility to work independently and deliver end to end initiativesFlexibility and comfort with changeNice to haves:Experience working in housing or a regulated serviceExperience managing risk in public facing digital contentExperience planning and running usability testingExperience designing and delivering customer surveysConfidence in facilitation and presentingAn innovative mindset with creative problem solvingBenefitsAt SettleParadigm, we believe in creating an environment where our people feel valued, supported, and inspired to grow. Our comprehensive benefits and rewards package reflects this commitment.annual salary: £ 41,185 per annum25 days holiday, increasing with service, plus Christmas closure and buy optionsGenerous pension scheme up to 9.5% employer contribution via salary sacrificeFamily-friendly leave : Enhanced maternity, paternity, and adoption leaveHealth cash plan claim up to £1,800 for everyday health costs (plus free kids cover)Life cover and income protectionFlexible working hybrid options, modern offices, free parking & EV chargingAnd thats just the beginning!
Were also thrilled to provide:Mental Health First Aiders available to supportCar leasing via salary sacrifice (for permanent colleagues subject to conditions)Funded training, qualifications & apprenticeships3 paid volunteering days in the local communitiesPeer-recognition rewards platformPaid professional subscription (one per year)Working Hours & Additional Pay37 hours per week, Monday - Friday.Our CommitmentWe are committed to creating an inclusive workforce, by reflecting and representing the diversity of the communities we serve. We would like to encourage applications from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from underrepresented groups.Accessibility and AdjustmentsWe are committed to providing reasonable adjustments throughout our recruitment process and well always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required.Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made.Please ensure you fully answer the questions on the application form.Closing Date: 15.06.2026We reserve the right to close this vacancy earlier than the closing date should we find a suitable candidate.TPBN1_UKTJ