Job Title: Customer Insight and Engagement Manager
Location: Wirral
Salary: £40,367 per year
Job type: Full Time, Permanent. 35 hours a week.
Alpha Living is an award-winning specialist older peoples housing provider based on the Wirral and operates across the Northwest and Yorkshire regions.
Role Purpose:
This role leads our approach to customer engagement, ensuring that we listen effectively to customers and bring together all feedback to ensure the customer voice informs a great customer experience and influences service design.
Our Customer Experience team has a critical role in making sure we deal quickly and effectively with customer complaints and use this valuable insight to drive learning and improvement.
Through combining complaints data with extensive engagement, and continuous feedback from our residents, the team will provide clear and usable insight to identify priorities and shape future service development.
This role will ensure that we push beyond compliance with our regulatory responsibilities around consumer standards ensuring service are shaped around residents.
Activities and Responsibilities:
- Support the delivery of Alpha Living's Customer Engagement Strategy. Responsible for the coordination and delivery of Alpha's customer engagement approaches, ensuring a diverse range of resident voices are heard within Alpha and those voices influence the decisions about service delivery.
- Lead the delivery of all tenant satisfaction data. Produce insight on customer sentiment to track how our customers feel about the homes and services we provide and help us to design service improvements based on this.
- Support the wider Housing Team in ensuring data is used effectively to track the resident experience, record resident information and provide information/reports as required. Responsible for performance measurement and monitoring of service standards (KPIs) for the team.
- Act as Alpha's Complaints Officer in accordance with the Housing Ombudsman's Complaints Handling Code and have autonomy to resolve complaints and the authority to compel engagement from other business areas to resolve disputes in line with our Policy and Procedures.
- Review and ensure regulatory and compliance requirements are met
- Develop great relationships across the business
- Lead, develop, train and empower the Customer Experience Team
- Support the Safeguarding Officer post, and review all current ongoing safeguarding cases are appropriately actioned.
- Manage various budgets and ensure spending remains within targets set. This includes Resident Engagement, the LivingWell (hardship fund for residents) and Complaints & Compensation budget.
- Act as a customer champion, delivering empathetic customer
- To develop and review policies and procedures in line with best practice and
- To carry out Housing Management of 'non-managed' Alpha Housing stock, across five geographical locations including voids/lettings, arrears recovery and all tenancy management issues in line with the processes and procedures followed by the area managers
Extra Info:
No role profile can cover every issue which may arise within the post at various times. The postholder is expected to carry out other duties from time to time, which are broadly consistent with those described above.
If you like the sound of this role, we would love to hear from you.
Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.
Please click on the APPLY button to send your CV for this role.
Candidates with the experience or relevant job titles of; Customer Engagement Manager, Engagement Manager, Housing Enabling Manager, Engagement Coordinator, Communications Manager, Client Communications, Communications Coordinator, may also be considered for this role.