Overview
Customer Experience & Transformation Leader | Driving Service Innovation & Operational Excellence in Housing, Telecommunications, Utilities &…
Are you passionate about empowering communities and amplifying customer voices?
Albyn Housing is seeking a dynamic and driven Customer Involvement Officer to lead our customer engagement and scrutiny activities, ensuring our services reflect the needs and aspirations of the people we serve.
As Customer Involvement Officer, you’ll play a key role in shaping how Albyn listens to, learns from, and acts on customer feedback. You’ll lead the development of scrutiny groups, design inclusive engagement strategies, and work across teams to embed the voice of our customers into service improvement, aligned to our regulatory responsibilities.
This is a fantastic opportunity to make a real impact in a forward-thinking housing association committed to continuous improvement and community empowerment.
This hybrid position offers a mix of office and remote working, along with site visits across the Highlands.
Responsibilities
Key responsibilities include:
* Lead customer engagement and scrutiny activities to reflect customer needs in service delivery.
* Develop and manage scrutiny groups and inclusive engagement strategies.
* Collaborate across teams to embed customer voice into service improvement, aligned to regulatory requirements.
Qualifications
* Proven experience in customer engagement, community development, or a housing-related role.
* Strong communication and interpersonal skills, with the ability to engage diverse customer groups.
* Ability to interpret customer feedback and satisfaction data to drive continuous improvement across all service delivery channels.
* Knowledge of the Scottish Social Housing Charter and its relevance to customer involvement and scrutiny.
* Commitment to equality, diversity, and inclusion, with practical experience applying these principles.
About Albyn Housing Society
Albyn Housing Society is a progressive organization with a commitment to providing high-quality, affordable homes across the Highlands. We are proud of our customer-first approach and are always looking for innovative ways to deliver value for money. Our values—Being Caring, Being Professional, and Being Adaptable—are at the heart of everything we do. As a Customer Involvement Officer, you’ll play a crucial role in shaping the future of our property services while ensuring the safety and satisfaction of our tenants.
Alternative Job Titles you may have had are: Tenant Participation Officer
What we are Offering
We value our employees and offer many benefits including but not limited to:
* Enhanced annual leave entitlement
* Development and training opportunities
* Access to an employee assistance program available 24/7
* Family friendly policies
Employment details
* Seniority level: Entry level
* Employment type: Full-time
* Industry: Civic and Social Organizations
* Location: Highlands, Scotland (Hybrid work model with site visits)
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