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    Customer Engagement and Voice Officer - Birmingham, United Kingdom - Citizen

    Citizen
    Citizen Birmingham, United Kingdom

    3 weeks ago

    Default job background
    Full time -
    Description

    Do you put customers first? Are you passionate about actively listening to customers? If so, Citizen has an exciting opportunity for you. We are recruiting an enthusiastic and customer focussed individual to join our Customer Engagement team. This team ensures that the customer voice is used to shape, improve, and transform customer experience.

    You will work to ensure that the voice of the customer is heard and influences service development and improvement. This involves organising and delivering customer engagement activities and investigating and resolving customer complaints.

    In housing you can make a real difference, the role of Customer Engagement & Voice Officer involves:

    • Supporting the Customer Engagement Team to deliver and monitor the Customer Engagement and Voice Strategy.
    • Creating and coordinating initiatives to communicate, involve, seek input from, and collaboratively develop services with customers.
    • Promoting a culture of customer focus, resolution, learning and improvement, supporting colleagues to be proactive in responding to the customer voice.
    • Delivering, as part of the Customer Engagement Team, promotional campaigns to recruit a diverse cohort of actively engaged customers.
    • When required, take ownership of complaint resolution, which includes prompt contact with the customer and service team colleagues to agree actions to address dissatisfaction.
    • Supporting the online engagement platform (Citizens Together Hub), providing updates and engagement opportunities such as surveys and online forums.
    • Organising and delivering face to face and online engagement activities focused on service improvement.
    • Engaging with vulnerable, hard to reach or under-represented customers to build relationships and encourage engagement with Citizen in a way that suits them.
    • Using innovative approaches to working with and involving customers in all aspects of planning, delivering, and monitoring of services.
    • Supporting Citizen Local Fund promotion, applications, and administration

    As Customer Engagement & Voice Officer, we need you to have:

    • Customer or community engagement experience
    • Excellent communication and organisational skills
    • Excellent customer service skills with the ability to investigate and resolve disputes.
    • Ability to build and maintain effective relationships with customers, teams and partner agencies to support Citizen's business objectives.
    • Ability to work effectively as part of a team and independently working under pressure and to tight deadlines.
    • Understanding and empathy for the diverse needs of social housing customers and how these can sometimes be barriers to engaging and raising issues.
    • Awareness of Social Housing Regulation and the role of the Housing Ombudsman
    • Proficient in the use of computerised systems

    This post requires a basic DBS check, a full driving licence and requirement to use your car for business use.

    We would be really excited if you have:

    • Positivity and are adaptable to change, resilient to challenges, obstacles and handling conflict.
    • The skills to gather, consult, analyse, and evaluate information to make suggestions to improve processes and customer experience.
    • Report writing skills to produce concise reports on complex issues.

    Our people are everything and we offer: (check and amend)

    • Opportunities for salary progression, which is directly linked to performance reviews.
    • IT equipment to support hybrid working.
    • 'Live work better' scheme which actively encourages work-life balance.
    • Annual leave starts at 25 days per year, increasing with length of service.
    • Enhanced family leave
    • Company Pension – Citizen matches up to 10%.
    • If part of the pension scheme you are entitled to Life cover (three times your annual salary)
    • 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.
    • Medicash scheme - digital Physiotherapy app, retail vouchers and discounts, discounted gym memberships and more
    • Organisational Sick Pay (benefit increases with length of service)
    • Recognition through our Employee Excellence Awards
    • Representation opportunities on our Staff Consultative Forum
    • Access to Citizen's 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

    Here at Citizen, our purpose is to provide homes that are a foundation for life.

    There are some fundamental challenges people in our communities' face, and we want to be an organisation which can help them deal with these. So, we are working to solve some of the most pressing issues around housing and homelessness.

    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.

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