Customer Engagement Lead – Adults & Wellbeing (Integrated Customer Engagement Team)
Location:
Trafford
Service:
Adults & Wellbeing
Contract:
Temporary until 31st July 2026
Working Pattern:
Full-time, 36.25 hours per week
Pay Rate:
£18.22 – £19.24 per hour (PAYE) or £23.17 – £24.47 per hour (Umbrella)
Seven Resourcing are currently recruiting for a Customer Engagement Lead to join the Integrated Customer Engagement Team within Adults & Wellbeing in Trafford. This is a key opportunity for an experienced Adult Social Care professional to support service transformation through meaningful engagement, co-production, and customer experience improvement.
About the Service
The Integrated Customer Engagement Team supports individuals receiving services across Adults' Social Care. The team plays a central role in ensuring residents, families, providers, and frontline professionals have a voice in shaping services and influencing improvements.
This role contributes directly to the Improving Lives Every Day (ILED) programme, supporting prevention, inclusion, and person-centred Adult Social Care practice.
The Role
As Customer Engagement Lead, you will take responsibility for designing, delivering, and evaluating digital, virtual, and face-to-face engagement initiatives. You will ensure diverse and inclusive communication mechanisms are in place, particularly for seldom-heard groups, and provide meaningful insight to inform service improvement.
You will work closely with frontline teams, senior leaders, and partner organisations to ensure feedback drives real change across Adult Social Care services.
Key Responsibilities
* Lead on the development and delivery of communication and engagement initiatives aligned to the Improving Lives Every Day programme
* Engage with a wide range of stakeholders including providers, residents, service users, carers, internal colleagues, and external partners
* Analyse engagement data and present findings and recommendations to stakeholders from frontline teams through to senior leadership
* Use data and analytical tools to monitor performance and produce progress reports that support strategic decision-making
* Design and deliver innovative engagement methods such as workshops, digital surveys, focus groups, and feedback sessions
* Develop and manage digital content including videos, web content, e-newsletters, blogs, and internal communications
* Ensure effective communication routes for frontline colleagues to share ideas and feedback with senior management
* Maintain accurate records of engagement activity to support service improvement and regulatory requirements, including future inspections
* Manage and respond to engagement and feedback enquiries in a professional and timely manner
* Provide business support to the team, including involvement in complaints, Freedom of Information requests, and Subject Access Requests
* Provide temporary cover for senior engagement roles when required
* Work flexibly to meet the needs of the service
Qualifications & Professional Development
* Minimum Level 4 qualification (or equivalent)
* GCSE Grade 4/C or above (or equivalent) in English and Maths
* Evidence of ongoing professional development
Experience Required
* Experience in a fast-paced, customer-focused and regulated environment
* Experience designing, delivering, and evaluating communication and engagement programmes
* Experience preparing reports and delivering presentations that summarise engagement data and recommendations
* Experience arranging and coordinating meetings, including diary management
* Knowledge and understanding of Adult Social Care services
* Understanding of General Data Protection Regulations (GDPR)
Skills & Competencies
* Strong customer care skills with the ability to demonstrate empathy
* Excellent verbal and written communication skills
* Ability to engage, influence, and build effective relationships with a wide range of stakeholders
* Confident facilitation skills for both small and large groups
* Strong mediation and problem-solving abilities
* Proficiency in Microsoft Office, SharePoint, Teams, and digital communication tools
* Strong analytical skills and attention to detail
* Ability to prioritise workload and meet changing deadlines
* Commitment to inclusive, collaborative, and person-centred practice
Why Work with Seven Resourcing?
At Seven Resourcing, we go beyond recruitment. With nearly a decade of industry experience, over 3,000 five-star reviews, and award-winning support, we're dedicated to helping you reach your full potential. We provide access to meaningful roles, ongoing development opportunities, and continuous support every step of the way.