Customer Experience and Engagement Lead
Ashington
Permanent
36,047 + car allowance
Closing date: 5th of December
About the Role
We’re looking for a passionate and proactive Customer Experience and Engagement Lead to join our team. In this role, you’ll design and deliver a comprehensive engagement and scrutiny strategy that ensures our customers’ voices are heard and acted upon. You’ll work closely with diverse communities, removing barriers to involvement and enabling customers to influence the housing association's decisions.
Responsibilities of the Customer Experience and Engagement Lead:
* Develop and implement engagement strategies using both traditional and digital channels.
* Create and manage digital tools such as surveys, polls, and online discussion groups.
* Organise community-based events and focus groups to reach diverse audiences.
* Share customer feedback and lived experiences with internal teams to drive service improvements.
* Ensure compliance with regulatory requirements and maintain TPAS accreditation.
* Promote positive relationships between residents
The successful Customer Experience and Engagement Lead will have:
* Strong communication and active listening skills, with the ability to moderate conversations online and in person.
* Experience in qualitative research techniques and visual data storytelling.
* Excellent organisational skills and attention to detail.
* A proactive, empathetic approach and ability to work collaboratively as part of a team.