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Job Title: Customer Coproduction Lead
Contract Type: 2 years fixed-term contract
Salary: £44,959.75 per annum
Working Hours: 37.5 hours per week
Working Pattern: Monday to Friday 9-5
Location: Camden / London
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
The difference you will make as Customer Coproduction Lead
In this role you will be supporting the implementation of Coproduction Practices within the wide variety and complex services within Care & Support. you will hold regular meetings with operational managers (ROMS and Area managers) to identify gaps in provision and develop action plans for operational co-production activities. Ideally in the role you will maintain up-to-date SharePoint resources, responding to new regulations and changes in best practices.
About You
We are looking for someone with:
* Experience in developing and implementing customer involvement and Coproduction opportunities in a Care and Support context.
* Proven track record in organising and project managing the implementation of new processes in care and support contexts.
* Experience working collaboratively with customers to ensure their views are heard.
* Understanding or experience working within support services.
* Ability to influence a range of stakeholders through excellent verbal and written communication skills.
* Experience in influencing and involving groups of people in change processes.
* Experience providing training.
Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working With Us, You’ll Enjoy
* Competitive pay & generous pension
* 28 days holidays plus bank holidays
* Flexible working options available
* Investment in your learning, personal development and technology
* A wide range of benefits
Diversity And Inclusion At Riverside
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
Job Purpose
You will work closely with the front-line operations team to embed and evaluate co-production practices across our services, while also implementing a robust lived experience inclusion program. In parallel, you will collaborate with our central Customer Engagement team to support the rollout of the new Customer Influence Framework.
Your work will be guided by both the Customer Influence Framework and the Customer Consultation, Involvement, and Co-production Procedure. A key responsibility will be to design and establish a customer-led governance group that will work in partnership with the Care and Support Committee to drive quality assurance and improve customer satisfaction.
Your work will be aligned to the “Customer Influence Framework and the Customer Consultation, Involvement, and Co-production Procedure”. A key responsibility will be to design and establish a customer-led governance group that will work in partnership with the Care and Support Committee to drive quality assurance and improve customer satisfaction.
This role champions the value of lived experience and co-production by:
* Designing and delivering meaningful opportunities for customers to shape the design and delivery of services at an organisational level.
* Developing and implementing a lived experience recruitment program to support the hiring of front-line staff.
Role Requires You To
Promote Co-production by:
* Supporting the implementation of Coproduction Practices within the wide variety and complex services within Care & Support.
* Coordinate and support Co-production champions across Care and Support.
* Hold regular meetings with operational managers (ROMS and Area managers) to identify gaps in provision and develop action plans for operational co-production activities.
* Maintain up-to-date SharePoint resources, responding to new regulations and changes in best practices.
* Partner with the Business Development Team to meet tendering requirements and other new business needs.
* Provide customer engagement and Co-production training sessions for frontline teams, including creating service-level Coproduction action plans and supporting local teams in their implementation
* Lead social media campaigns to raise awareness within Riverside.
* Organise meetings and attend existing networks to promote the customer engagement and Coproduction procedure, embedding its standards consistently across Care and Support services.
* Attend national events to elevate Riverside's Coproduction profile.
Promote Customer Engagement By
* Working in collaboration with the Central Customer Engagement Department you will:
* Assist in recruiting members for the customer-led governance group.
* Support the creation of the group's mission and values.
* Aid in designing objectives and processes.
* Develop reporting mechanisms to the Care and Support Committee and other governance teams.
* Coordinate with the central customer engagement team to align Care and Support with the national framework, share best practices, and provide updates on Coproduction activities.
* Work with the Quality department to support customer scrutiny efforts.
Manage Customer Engagement Data And Information
* Oversee the central recording system for customer engagement activities, including monitoring completion, identifying gaps, and cleaning data.
* Report to the Executive Team and operational senior management on Coproduction data, including action plans for systemic issues and persistent underreporting.
* Compile and report on customer engagement and Coproduction outcomes at a national level, producing trend and theme outcome reports.
Review Lived Experience Employment Within Colleagues
* Work in collaboration with People Services as the subject matter expert in promoting and maintain our GROW Trainee program.
* Analyse the current lived experience employment offer and complete a gaps analysis report.
* Design a process to standardise the incorporation of lived experience into colleague teams.
* Develop a mechanism to collect data around lived experience in services, including quantitative and qualitative measures.
Other Information
* You will be required to work office hours and will need to be flexible to meet the demands of the role.
* You may be required to travel for business purposes.
* You will work collaboratively and flexibly across all teams within the organisation.
* You will carry out all of your duties within Riverside’s Policy and Procedure framework, e.g. health & safety, safeguarding, dignity at work, data protection, cash handling, etc.
* Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely.
* Deliver your role in line with Riverside company values – “Our Riverside Way”.
* Participate in team meetings, attend regular supervision, and reflective practice sessions.
* From time to time, you may be required to undertake additional duties and responsibilities in consultation with your Line Manage.
Person specification
Essential
* Experience in developing and implementing customer involvement and Coproduction opportunities in a Care and Support context.
* Proven track record in organising and project managing the implementation of new processes in care and support contexts.
* Experience working collaboratively with customers to ensure their views are heard.
* Understanding or experience working within support services.
* Ability to influence a range of stakeholders through excellent verbal and written communication skills.
* Experience in influencing and involving groups of people in change processes.
* Experience providing training.
* Ability to create meaningful customer involvement opportunities and deliver demonstrable outcomes.
* Experience in stakeholder management, both internally and externally.
* Ability to work independently and flexibly to meet business requirements across the Group.
* Excellent attention to detail, ability to work under pressure, meet strict deadlines, and manage conflicting priorities.
* Proficient in using a range of IT packages, including Microsoft Office (specifically Excel).
Desirable
* Experience in policy writing.
* Public speaking skills, both structured and unstructured.
* Lived experience of utilising homelessness services, mental health services, or other support services
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Non-profit Organizations
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