Job Title: Customer Engagement Officer (part time)
Team: Customer Engagement
Service:
People, Culture & Engagement
Responsible to: Customer Engagement Manager
Salary £31,179 pro rata. £18,960 actual
Working 22.5 hours over three days (Tuesday, Wednesday, Thursday, with flexibility)
Job Summary
To lead and facilitate effective customer engagement activities that ensure tenants’ voices are heard and influence the development and delivery of the services we offer.
This role directly supports compliance with the Consumer Standards set by the Regulator of Social Housing, particularly around transparency, influence and accountability, By capturing and sharing outcomes, the Customer Engagement Officer helps build trust and ensures tenants feel heard, respected, and empowered to shape the services that affect their lives.
Benefits of working with Ongo include:
30 days paid holiday plus bank holidays and your birthday off
Exceptional leave
15 hours per year paid volunteering
Annual pay review
Mileage reimbursement at 46p per mile
Free parking (pass provided)
“No sick days” voucher
9.5% pension contribution (Aviva)
3x salary life assurance policy
Enhanced maternity/paternity pay
Simply Health package (including Pro-counselling for family members)
Housing Perks
Agile working
Home working equipment provided
Local gym discounts
Discounts at Costa and Starbucks (town centre)
Car lease scheme
Main Responsibilities
Identify and develop new ways of engaging with customers ensuring increased representation of diverse and hard-to-reach groups in engagement activities.
Promote the benefits of using digital forms of communication, to engage and consult and support tenants in accessing them
Identify and meet the communication needs of customers, including access to alternative formats and translations.
Lead and chair meetings, pro-actively support existing or newly formed groups (including community groups), to work in partnership with Ongo and influence change.
Support the tenant scrutiny group to ensure they can independently review and challenge service performance.
Assist groups in the development of all relevant documents, e.g. in terms of references and policies.
Promote and advocate customer engagement opportunities throughout the region, liaising with stakeholders to develop multi-agency working.
Identify funding available to community groups and offer appropriate support for the submission of funding applications
Identify training for volunteers to help them develop in their roles and facilitate their training needs
Undertake surveys, capture feedback from customers and volunteers (i.e. what customers are telling us) analyzing information to identify trends and improvements to future service delivery
Work collaboratively with internal departments and external partners to embed customer voice in service delivery. Capturing customer involvement in other areas and following up to ensure actions are implemented.
Prepare and present clear and concise reports in relation to customer engagement activities and outcomes based on tenant feedback.
Attitude to the public is maintained to the highest possible standard in accordance with ongo values, policies and procedures
Develop promotional and engagement information to raise awareness of the benefits of getting involved, work with PR team creating relevant marketing information and producing tenant publications such as newsletters, web content, etc.
Promote adherence to the Volunteers Code of Conduct, ensuring involved tenants are aware of expectations and supported in maintaining respectful and inclusive participation.
To be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures.
Skills, Competence, Experience Required
Good oral and written communication skills including the ability to use plain English
Experience of dealing with the public, to deal assertively with challenging behaviours
Experience of working with voluntary groups and knowledge of committee procedures
Experience in ICT and various packages e.g. desk top publishing, Microsoft word, excel and other databases.
Creativity to use different engagement methods with groups or for events held in local neighbourhoods
Ability to prepare documentation and present information to a wide-ranging audience
Ability to use persuasion and influencing skills
Create positive working relationships with colleagues across the organisation
Experience of multi-agency working to develop networks with partnership organisations (e.g. police, local authority)
Experience of working with customers in supporting, developing and motivating individuals so that they can be empowered in decision making
Able to make timely and effective decisions to support customer engagement groups and their development.
Knowledge of legislation & guidance relating to social housing e.g. customer engagement
Ability to build and maintain relationships with tenants and other stakeholders.
Full driving license and use of own vehicle.
Lone Working
The post will be desk based, but will require to visit estates, attend meetings in public places, customers’ homes or via video conferencing, and sometimes outside of normal office hours
May occasionally have to deal with potentially difficult customers in challenging situations.
A lone working device will be required.
Health & Safety
To be aware of risks to personal safety, other employees, customers, company property and company reputation and to highlight such risks to managers immediately
The post will be split between office, agile working and out on estates.
Environment and Sustainability
To ensure the environment and sustainability policies are understood by the post holder
To promote the importance of considering the environment and sustainability in the role
To treat the environment with respect and commit to ensuring all services/activities that are provided in this role have taken the impact on the environment into consideration/action plans
Risk Management
To identify risks that may affect the achievement of personal and service objectives. To support the organisation's risk management process through good communication and carrying out actions to reduce identified risks.
To be aware and adhere to the risks assessments in place for specific tasks relating to the role.
Equality & Diversity
To promote equality and diversity amongst our stakeholders, residents, customers, clients, colleagues, board and committee members and all those we work with.
To ensure all customers’ needs are understood and all services that are provided meet individual needs, including in relation to the protected characteristics and customers with additional support needs.
To treat everyone with dignity and respect at all times.
Position in Organisation
Not responsible for direct supervision of staff
CLOSING DATE FOR APPLICATIONS WEDNESDAY 26 NOVEMBER 2025
We are committed to building an inclusive workplace that reflects the diversity of the communities we serve. We welcome applications from individuals of all backgrounds, including those from ethnically diverse communities, disabled individuals, and others who may require workplace adjustments. If you require any support during the application process, please let us know, and we will be happy to assist