Overview
We have an opportunity for a Customer Insight Officer, specialising in Resident Engagement to join our Customer Insight Team who are responsible for complaints, resident engagement and driving customer satisfaction across the organisation.
Responsibilities
The role is central to listening to our customers and teams, using customer feedback to make changes across the organisation to improve the customer experience. Using your creativity, you will deliver new and existing engagement activities and events; including mystery shopping, focus groups and customer inspectors and use this feedback to shape services across the organisation whilst ensuring the customer voice and experience is at the heart of what we do. You will identify trends, themes and key insights from feedback, providing a comprehensive interpretation of the results and use data visualization tools to provide insight and present data in an easily accessible and universally understandable format.
Qualifications
We\'re looking for an individual with experience working in customer facing service delivery in the social housing sector. You\'ll have experience in resident engagement or proven experience in facilitating group activities along with knowledge of and practical experience using Customer Relationship Management (CRM) systems. Strong communication skills are essential and you will have the ability to present information accurately and clearly both verbally and visually.
Benefits
* Pension scheme - defined contributions pension administered by the Social Housing Pension Scheme (SHPS)
* Life insurance is available to members of the pension scheme
* Employee Assistance Programme
* Mental Health First Aiders
* Healthcare Cash Back Scheme - Healthshield
* Retail discounts scheme
* Long Service Awards (given at 1 year, 5 years and in increments of 5 years following this)
* Reimbursement for professional subscription fees
* Corporate Sponsorship opportunities
* Reimbursement for HRT pre-paid certificates
* Reimbursement for annual flu jab
* Free parking and refreshments
* Monthly staff compliments raffle
* Wellbeing calendar of events throughout the year
* Bdht reserves the right to close vacancies before the stated closing date where the volume of applications is extremely high.
* £36,575.24 per annum + excellent benefits
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