Passionate, Creative, Equal, Empowering and Sustainable
Customer Engagement and Initiatives Specialist
Hours: 37 Hours per week
Location: Head Office, Festival Park, Stoke on Trent
Salary: £24,303 per annum
Are you looking for a role within an Organisation that is at the heart of helping people to thrive? If so, this role may be for you. Since 1974, as a Registered Provider of Social Housing and Supported Accommodation we have been supporting those in need.
Our customers have a range of needs including mental health, addictions, learning disabilities, recent homelessness and debt and our support teams work with our customers to assist them to sustain their tenancy.
We are looking for a Customer Engagement and Initiatives Specialist to develop and deliver our Customer Engagement Strategy and Action Plan. This involves creating a programme of activities that are intended to encourage our customers to have their say about us as their housing provider and the support we deliver and contribute to the future development of our services.
Due to the nature of their needs, many of our customers may feel marginalised by society, or historically have experienced a lack of consultation about their views. The over-arching focus of this role is to listen to those ‘hidden voices' so our customers feel valued and that we take the time to understand their views.
Some of your Key Responsibilities will include:
- Designing, co-ordinating, costing and delivering an annual programme of unique events to engage our customers in building positive relationships within the communities they reside and improving their health and wellbeing
- Aligning service delivery with our Customer Engagement Strategy and Consumer Standards
- Publicising events through a range of media to reach your customer base and signposting customers to other resources to support them including "you said, we did" campaigns
- Ensuring all adequate safeguarding protocols are followed and escalating issues as appropriate
- Managing our Community Engagement budget, ensuring all activities deliver value for money and validating activities post-event to confirm this
- Supporting local groups and organisations to develop and deliver community activities which enhance outcomes for our customers
- Collaborating with other Registered Social Landlord to deliver common projects
- Promoting the need to allow adequate time for customer scrutiny across the business in relation to policy and procedure development
- Lead the annual tenant survey including developing the survey, distribution, analysis of feedback and translation into deliverable actionable plans
- Developing short/medium and longer term service improvement plans in collaboration with our Leadership Team
What You will need:
- A proven track record of effectively managing and delivering projects within the community
- Awareness of the Regulator of Social Housing Consumer Standards
- Awareness of the role of the Supported Housing Regulator
- Experience working with the needs of our customer group; including but not limited to those with Learning Disabilities, Entrenched Homelessness, Mental Health, Drug and Alcohol Dependencies, dual diagnosis.
- Experience in analysing customer feedback and translating this into deliverable action plans
- Knowledge and understanding of what ‘hidden voices' means and the need to hear them
- A skilled networker, able to build productive relationships with a range of partners
- GCSE Maths and English (Grade C or higher)
- A full driving licence and access to a vehicle insured for business use
Even Better if You have:
- A qualification in a relevant community engagement related discipline
- Experience working within a Registered Social Landlord or housing related organisation
We Offer the following Benefits:
- Flexible working (with a regular office presence)
- 27 days annual leave in addition to public holidays
- Excellent learning and development opportunities
- Contributory pension scheme
- Occupational sick pay
- Healthcare cash plan
To apply please visit the Brighter Futures Website.
The closing date is 2nd August 2024 with interviews to follow.
We are committed to promoting equality of opportunity and we welcome applications from all sectors of the community, particularly from under-represented groups and people with lived experience. Brighter Futures is an equal opportunities employer.