Are you experienced in developing and embedding CustomerEngagement strategies?
We have a fantastic opportunity to join Sovereign Network Group (SNG) in this new role as Head of CustomerEngagement, focused on overseeing and driving engagement for SNG customers.We've developed a brand-new CustomerEngagement model and we're looking for someone to oversee the transition and ensure it's successfully embedded. You'lllead and develop SNG's approach to customerengagement, ensuring customershave a variety of ways to be involved and engaged, driving decision making and trust.
Based from our office in Basingstoke, you'llshare your time between the office and home to ensure a positive work / life balance. There may be some travel required with this roleacrossour geography, so you should have access to transport and be happy to travel.
It's an exciting time to join us as Sovereign have joined forceswith Network Homes to form SNG. Together we provide over 84,000 homes and invest in communitiesacross London and the South of England - our purpose being to provide quality affordable homes and places that people love for generations.
The Role
Reporting into ourCustomerExperience Director, you'll manage a small team and will be responsible for developing, delivering and embedding our new CustomerEngagement strategy across SNG, raising ourcustomers voice and embedding co-creation and diversity of thought. Main responsibilities include:
- Collaboratingwith the wider CustomerExperience team to embed CustomerEngagementacross the organisation, identifyingopportunities to work withcustomers and raising the profile, importance and benefit of engagement
- Leading the development of a digital engagement platform to enable a wide range of customers to have a voice, be heard and influence their communities, homes and services
- Playing a pivotal role in driving a customer first culture and embedding CustomerExperienceat all levels of the organisation, through solid business partnering relationships
- Leading and managing the CustomerEngagement team with a focus on articulating a clear vision, providing direction, and fostering a culture of accountability, high performance, and continuousimprovement
- Proactively participating in customerengagementactivities, e.g. roadshows, customer conferences, café consultations / people engagement group sessions and managers' events
- Horizon scanning and engaging in networking opportunities to keep abreast of innovation within customerexperience and engagement, continually evolving the approach and methods used
What we're looking for
You should have proven experience in a similar senior role, focused on driving engagement and inclusion of customers. You'll need to demonstrate a well-developedunderstanding and experience of delivering customerengagement strategies, with practical experience of managing significant programmes of activity, including digital delivery, direct delivery and commissioned services. We're also looking for:
- Ability to build trustedrelationshipswith both customers and colleagues at all levels of the organisation, influencing where required
- A track record of working collaborativelyacross services to achieve objectives, including the ability to balance business prioritieswithoperational, financial and customer performance related targets
- Knowledge of Market Research best practice withexperiencecommissioning research with external agencies, as well as running it in-house
- An analytical thinker with the determination and ability to deliver the customer feedback framework across the organisation
- Strong presentation skills, able to present and articulate clearly and confidentlywith a range of stakeholders
- Excellent communication skills, including an ability to offer and receive challenge in a constructive, straightforward, and open manner
- Ability to work under pressure and to tight deadlines, prioritising critical tasks
What you'll receive from us
We have some fantastic benefits on offer at SNG, including:
- £450 flex-pot annual, discounted shopping & cycling scheme
- 25 days holiday + Bank Holidays (with an extra day every year up to 30 days)
- Company pension scheme matched up to 12%, life cover at 4x salary
- Flexible working - we're committed to giving people flexibility as widely as possible
- Options for private medical insurance, dental insurance and critical illness cover
- Access to a 24/7 virtual GP service and a range of well-being discounts
We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at Sovereign Network Group. Take a look atour careers site to learn more about us and our values.
This is a great opportunity to join the team as we progress through an exciting period of change. What we do makes a real difference to people's lives and by joining us you can share the satisfaction of doing something that really matters!