Overview
BCHA are a charitable housing association supporting individuals and families across the South West and South of England. We are a major provider of a diverse range of housing, support and learning services for socially excluded people.
Position: Customer Engagement Officer (£28,353.00 per annum, pro rata) - Part-Time, 18.75 hours per week, temporary role.
We are on an exciting journey to transform how we connect with and support our diverse customer base. As part of our 5-year business plan, we are committed to strengthening customer voice and participation across all levels of the organisation. We are looking for a passionate and strategic Customer Engagement Officer to lead this journey — someone who can embed a culture of meaningful engagement and ensure 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.
Other information
* Rolling interviews on offer, so please apply ASAP.
* BCHA Safer Recruitment: Safeguarding children and adults is our first priority and we will ensure we follow safer recruitment procedures.
* BCHA is committed to safeguarding and promoting the welfare of people, and expects all employees and volunteers to share this commitment.
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