Customer Influence Manager known internally as a Customer Influence
& Engagement Manager
Location: Beeston, Nottingham, NG9 1LA -
Salary Range: £46,380 - £48,821 (Dependent upon experience)
Full time permanent post based on a 37.5hr working week. This role is eligible for our smarter working policy to be discussed at interview stage.
This role:
Our Customer Influence and Engagement Managers are at the heart of ensuring resident voices drive meaningful change across MTVH. In this role, you will be responsible for leading and developing our Resident Networks—including the Neighbourhood Champions Network, Residents’ Association Network, and the Diversity & Inclusion Forum—ensuring these groups are empowered to influence our services and shape our organisational culture.
You will play a pivotal role in embedding our refreshed Customer Voice Framework, championing a continuous cycle of listening, insight, co-design, action, and impact. This is about more than gathering feedback; it’s about making sure that every resident’s voice is heard, valued, and acted upon, and that our engagement activities are accessible, inclusive, and impactful.
As a Customer Influence and Engagement Manager, you’ll be:
Delivering Resident Networks & Forums:
Leading the coordination and development of our key resident groups, including the Diversity & Inclusion Forum, ensuring they are effective, representative, and influential in shaping MTVH’s services and policies.
Driving the Customer Voice Cycle:
Implementing and championing the new Customer Voice Cycle—identifying data sources, analysing insight, prioritising improvements, co-designing solutions with residents, taking action, and measuring impact.
Fostering Inclusion & Accessibility:
Making sure our engagement activities reach and reflect the diversity of our resident community, and that all voices—including those less often heard—are included in decision-making.
Demonstrating Impact:
Clearly evidencing how resident input leads to tangible improvements, and compliance with regulatory requirements for transparency, influence, and accountability.
Collaborating for Change:
Working closely with colleagues across MTVH to embed a culture of listening, learning, and continuous improvement, and supporting the development of engagement toolkits and best practice.
What you'll need to succeed
Proven experience in resident or customer engagement, with a track record of delivering inclusive and impactful involvement activities and networks.
Strong understanding of diversity and inclusion, and a passion for ensuring all voices are heard and valued.
Excellent communication and facilitation skills, able to engage, motivate, and support a wide range of residents and stakeholders.
Analytical and insight-driven, confident in using data and feedback to identify priorities, measure impact, and drive improvement.
Collaborative and influential, able to work effectively across teams and at all levels, building partnerships and embedding a culture of resident influence.
Organised and proactive, able to manage multiple projects, deliver to deadlines, and adapt to changing priorities.
Commitment to continuous improvement, with a focus on learning from feedback, sharing best practice, and delivering meaningful outcomes for residents.
To meet our commitment to providing a safe & high quality service to our customers we will complete a Basic Level background check with the Disclosure and Barring service, once an offer of employment is made. A new check will be completed every three years. The cost of a DBS is part of a candidates onboarding process and will be paid for directly by MTVH.
Please note :- we do not currently offer visa sponsorship.
What’s in it for you?
Our benefits include:-
28 days annual leave plus 8 bank holidays (pro rata for part time) per year
2 volunteering days per year for things like helping out in local communities
An additional ‘Beliefs day’ once a year to have an extra a day off
Supported family friendly approach with extended parental leave
Enhanced pension with matched contributions of up to 9%
Option to buy or sell up to 5 days annual leave per year
Life assurance cover 3 x your salary
Cycle2work scheme
Hybrid Working - Dependent on job role and department
Health cash plan scheme for your everyday healthcare needs which you can add your family members too
Tenancy deposit – interest free loan to help with rental deposits and season Ticket loan
Access to extensive learning and training opportunities with Wisebox platform
Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support
Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation
About us
We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.
Learn more about our benefits and organisation by viewing our attached document
Our promise
Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve. We are also part of the disability confident employer scheme.
We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing.
We provide a platform of Network groups for employees to share views, tell us what we’re doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:-
Gender
Ethnicity
LGBTQ+
Disability
Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!
We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.
For a full breakdown of company benefits, please see the attached Benefits Digital Booklet