Digital Engagement - Newport, United Kingdom - Newport City Homes

Newport City Homes
Newport City Homes
Verified Company
Newport, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
Job description


Vacancy:
Digital Inclusion and Engagement Business Partner

Closing Date:22 March 2024


Shortlisting Date:28 March 2024


Interview Date:10-12 April 2024


Salary:
£36,665.05 pa (+pay review pending)


About the vacancy:


Our customers are at the heart of everything we do and you will serve as the professional lead for shaping and delivering our digital engagement offer, creating new opportunities to engage with a broad demographic of customers to complement other more traditional engagement methods of engagement.

You will act as a business partner to colleagues across the association, embedding engagement principles across all service activity, and developing our digital engagement capacity to enable customers to make a real impact on the services they receive.


Accountabilities:


  • Excellent communication skills are paramount to this role, ensuring a polite and courteous manner at all times.
  • You'll be a valuesdriven person who believes in the power of digital communications to make a positive difference to people.
  • You'll be working closely with our customers and external partners, so it's essential that you have the ability to create and maintain strong working relationships.
  • You must be digitally experienced, working in a customer engagement or community development role, with a thorough and uptodate knowledge of digital methods of engagement.
  • You will have a positive attitude and total commitment to delivering great customer service. You will need to demonstrate tenacity, resilience and strong attention to detail, taking a commercial approach to what you do.
  • You should be able to evidence where you've introduced or contributed towards service delivery improvements, as you'll need to use your initiative and be eager to contribute towards positive changes that benefit our customers.
  • You will be a positive motivator with the ability to support others to deliver effective services, working autonomously whilst maintaining your own motivation levels.

Specifically, the Digital Inclusion & Engagement Business Partner will:

  • In this role will develop and deliver effective digital participation and engagement activities, engaging under-represented and hard-to-reach customers to directly influence improvements in NCH's services.
  • You will be an advocate for customer and digital engagement, business partnering with colleagues across the association to enable them to deliver effective, customer focused engagement activities through digital means, embedded within their daytoday work.
  • You will be responsible for the development of NCH's online community, using a range of digital engagement channels across web and social media, segmenting key audience groups, identifying opportunities to enhance the customer experience.
  • We cannot leave people behind and externally you will be responsible for working with partners and accessing funding to develop digital literacy, inclusion and accessibility programmes that grows the digital capability and capacity of our customers and their families.
  • You will be responsible for designing, delivering, promoting and supporting a digital first customer offer that 2 enables 'selfservice' for customers, using technical expertise to inform new ways of working.
  • You will work with key internal and external stakeholders to develop a digital inclusion programme to improve the digital literacy and accessibility of customers and their families, developing digital champions and volunteers.
  • You will be responsible for the development of NCH's online community, working effectively with NCH customers with the delivery of a range of digital inclusion initiatives.
  • You will support the development of responsive digital activities at our 55+ homes and communal spaces across NCH, informing thinking on the development of 'smart home' communication opportunities.
  • You will support the integration of technology into community based activities, facilitating mechanisms for community consultation that effectively informs plans for all new development, regeneration and capital works projects, empowering local communities to shape their future and local neighbourhood.
  • You will support neighbourhood colleagues with digital liaison between customers and contractors during regeneration, development and capital works projects, delivering high satisfaction and successful outcomes for customers.
  • You will work with partners and stakeholders to appraise, develop and implement initiatives to tackle digital exclusion, improving the skills and life opportunities of customers and their communities.
  • You will respond to and resolve customer enquiries at firstpointofcontact. Work selfsufficiently to resolve customer issues, using independent decisionmaking to achieve successful outcomes for customers.
  • You will work in collaboration with the data quality and performance team to manage, deliver and analyse analytics
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