Customer Experience and Insight Officer

Vacancy Salary £38,000

Vacancy Location Liverpool

Contract Type Permanent

The Vacancy

Annual salary of £38,000 (DOE)
Permanent role
Full-time - 35 hours / Mon - Fri
Liverpool city centre office base, hybrid working

Proposed Interview Date: Friday 15th September

The role

Are you passionate about delivering excellent customer service to social housing customers and residents? Do you have the enthusiasm to drive projects that add real value to local communities?

This role will give you the opportunity to raise the profile of resident involvement, playing a pivotal role in ensuring that the voice of residents is heard and valued in our decision-making process.

The purpose of this role is to take a lead role in the design and delivery of customer engagement and feedback mechanisms. To ensure Regenda meets regulatory requirements regarding tenant involvement and empowerment. Use customer feedback, data and insight to identify areas for improvement making recommendations to improve the customer experience.

You will also lead on delivering new innovative ways and opportunities for resident engagement, ensuring that the residents voice is heard , and that feedback is acted upon and used to improve services, outcomes and tenant satisfaction

The right fit

Experience working with and engaging with diverse customer groups
Knowledge of research methodologies
Experience of improving excellent customer service
Ability to analyse data, drawing recommendations for improvement
Proven organisation skills, with the ability to meet deadlines
Experience of writing reports using feedback and data and drawing on external factors
Knowledge of regulatory requirements regarding tenant involvement and empowerment
Proven experience in preparing for meetings and taking minutes of meetings
Skills:
Strong resource and time management
Ability to facilitate feedback groups/panels

Who we are

Regenda Homes is an award-winning Registered Social Housing provider with around 12,000 homes in Merseyside, Greater Manchester, Cheshire and Lancashire. We provide additional support to residents including finding work, money advice or dealing with anti-social behaviour. We work in partnership with residents to scrutinise services and make sure we perform to a high standard.

Regenda Homes is part of The Regenda Group; we work in places where we can make a difference and operate across the housing and construction sector, in care and support, and in education, training and careers.

Next steps

If you like what you’ve read so far and think you’ve got what it takes to join our team, then apply now with a copy of your CV and a short covering letter detailing why you think you would be a good fit the role.

Our People Services team will review your application and will be in touch shortly.

What we offer

Regenda Homes really is a great place to work – and you don’t have to just take our word for it! We’re an accredited Best Companies Top 100 employer and have achieved Investors in People Gold status.

We can offer you a working environment where you can enjoy yourself, develop yourself and be yourself and where you really can make a difference to people’s lives.

We also offer a fantastic reward and benefits package which, amongst other things, includes:

A range of flexible working options.
27 days paid annual leave each year (rising one day per year up to a maximum of 32 days after five years) in addition to 8 bank holidays.
6 additional days for volunteering.
Up to 9% employer’s contribution to the pension scheme (match funded).
£250 annual ‘Live and Learn’ allowance to spend on learning any new skill.
Enhanced maternity, paternity and adoption pay schemes.
Employee Assistance Programme and health and wellbeing initiatives.
A wide variety of exciting learning and development opportunities.
Interest free loans to assist with the purchase of computer equipment and travel season tickets.
Monthly staff lottery scheme.

"We regenerate places and create opportunities for people"

We welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from disabled and minority ethnic candidates as they are currently under-represented within our organisation.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, we’d encourage you to submit your application as early as possible.

INDHP