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Head of Engagement Salary: £65,000 - £68,000 Basis: Full Time Type: Permanent Location: Birmingham, B37 Do you have a successful record of developing and implementing a customer and engagement plan? My client is proud to provide tens of thousands of people across the West Midlands with one of the most important things they will ever have a home and a foundation for their life. It's an exciting time to be in their Customer Experience Directorate. The Directorate is growing; building on good foundations and is now driving forward with changes to really put the customer at the forefront of everything they do. We have an incredible opportunity for a Head of Engagement and Customer Voice who will report directly to the Director of Customer Experience. You will be responsible for ensuring that the customer voice is integral to what we do. The role involves: Ensuring customers have opportunities to improve engagement at the community level by capturing and developing routes for customers to provide feedback. Building long-lasting relationships with key stakeholders and partners and working with colleagues to ensure research data is implemented across the business to help inform decision-making and plans. Focusing on increasing engagement across the business by ensuring that policies, strategies, and service improvement are informed by and implement customer feedback and reviews. Developing the Customer Assurance Committee and forming a scrutiny panel. Focusing on capturing customer feedback and developing routes for customers to provide feedback this includes developing a virtual engagement panel and working with colleagues to ensure that primary and secondary research data is used across the organization to inform plans. About you: We are looking for someone who can bring energy and experience. To be successful in this role you must have the following skills and experience: Educated to degree level or equivalent. Professional housing or other relevant qualification. Experience of leading change and engagement processes with residents or customers at scale. Good understanding of landlord services, Housing Ombudsman, and the regulation of social housing. Our people are everything and we offer: Opportunities for salary progression. IT equipment to allow some optional home working. Live work better' scheme which actively encourages work-life balance. Annual leave starts at 32 days per year, increasing with length of service. Enhanced family leave. Company Pension employer match up to 10%. Life cover (three times your annual salary) if part of the pension scheme. Organisational Sick Pay (benefit increases with length of service). EAP a 24/7 service which gives free, confidential advice and support on a range of issues including telephone counselling. BUPA. Medicash scheme - includes GP Access, digital Physiotherapy app, retail vouchers and discounts, discounted gym memberships, and more! Recognition through our Employee Excellence Awards. Representation opportunities on our Staff Consultative Forum. Access to the Wellbeing platform. Employee Excellence Awards (winners receive extra days annual leave that year). Occupational Health. We believe everyone has something to give and encourage everyone to be the best they can be to reach their full potential with extensive learning and development opportunities and Study Leave. We adopt a proactive approach to safeguarding to ensure everyone accessing our services can do so without fear of harm, abuse, or neglect. As part of our recruitment process, we carry out robust safeguarding checks. Further information on our selection process and Equality and Diversity commitment can be found on our website. If this sounds like you, you'll feel right at home here. As well as a generous benefits package, we enable all employees to achieve the best possible balance between work and personal life and provide opportunities for everyone to reach their full potential. Being a citizen is a fundamental concept. It means being part of society, having a stake, having rights and responsibilities, and being respected, regardless of ethnicity, religion, sexuality, disability, or anything else which is fundamental to who we are. We are passionate about driving forward the equality, diversity, and inclusion agenda in our organization and sector. If you need this information in an alternative format/language to enable you to apply, please visit our website. This post is subject to a Basic DBS check (Disclosure and Barring Service).