Overview
Customer Engagement Officer (£28,353.00 per annum, pro rata) - Part-Time, 18.75 hours per week. Location: Hightown, Plymouth, England, United Kingdom.
BCHA is a charitable housing association supporting individuals and families across the South West and South of England. We provide a diverse range of housing, support and learning services for socially excluded people. We are a major provider of services and are on an ongoing journey to strengthen customer voice and participation across all levels of the organisation.
Position
At BCHA, customer engagement is central to everything we do. We are looking for a passionate and strategic Customer Engagement Officer to lead this journey, embedding a culture of meaningful engagement so that customers are truly at the heart of our services.
Responsibilities
* Lead the development and delivery of our customer engagement strategy across the organisation.
* Champion the voice of our customers, ensuring their experiences, needs and ideas shape the way we work.
* Use insights and data to understand our customers better, enabling better outcomes by creating better homes, better communities, and better lives.
* Foster a culture of curiosity and innovation, encouraging teams to seek and implement service improvements.
* Ensure services are modern, relevant and accessible, reflecting the needs of all our customers.
* Build strong, trust-based relationships with customers through proactive communication and authentic involvement.
* Leverage digital tools and technology to run engaging campaigns and strengthen feedback mechanisms.
* Streamline engagement platforms, making it easier for customers to have their say and be heard.
* Work closely with a committed Board and Executive team who are invested in meaningful change.
* Be a visible advocate for customers at all levels of the organisation.
* Benefit from flexible working arrangements in an organisation that values work-life balance.
Requirements
* Demonstrated experience in facilitating focus groups and delivering community-led projects.
* Proven ability to design and implement engagement activities that centre psychological safety, empathy, and trauma-informed principles.
* A person-centred communicator who listens actively, communicates clearly, and ensures that stakeholder feedback drives meaningful service improvements.
* Strong skills in collecting, analysing, and interpreting both qualitative and quantitative data, with the ability to present findings in clear, accessible, and actionable formats for diverse audiences, including decision-makers.
* Able to work effectively both independently and as part of a collaborative team, adapting to the needs of the project or organisation.
Safeguarding: BCHA Safer Recruitment safeguarding children and adults is our first priority. We will follow safer recruitment procedures. We are committed to safeguarding and promoting the welfare of people, and expect all employees and volunteers to share this commitment.
Rolling interviews are on offer, so please apply ASAP.
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