Customer Voice Manager (Customer Engagement - Social Housing)
Estuary Housing Association
Southend-on-Sea, UK
Published 5 days ago
Supported / Sheltered housing
The Vacancy
The Customer Voice Manager will lead and inspire the organisation to deliver an effective, purposeful and inclusive customer engagement approach. They will develop customer insight information to tailor communication and use feedback data to influence and inform decisions.
Monitoring customer engagement operations, ensuring the voice of the customer is clear and heard within the organisation and plays a significant part in shaping and improving the design and delivery of current and future services.
They will be responsible for developing and maintaining strong relationships with customers, colleagues and other stakeholders to ensure high levels of customer satisfaction and engagement across Estuary.
The Customer Voice Manager will support, empower and embed the role of scrutiny across the organisation ensuring our customers our holding our services to account on their performance, culture and values.
They will support the Assistant Director of Customer Services for the implementation of the Customer Engagement Strategy to enhance the overall customer experience and meeting the requirements on customer standards around engagement.
No day is ever the same, so this role will have a 'can do' attitude and will thrive on performance and positive results. The manager will be adaptable and willing to learn and share knowledge with a range of partners. The successful candidate will also need to have a full UK driving licence and access to a car.
If you think this sounds like you and you're ready for a challenge, we'd love to hear from you!
For a full breakdown of responsibilities and more details about the skills we're looking for, please see the attached role profile located at the bottom of the advert.
This role will be hybrid working with at least two days in the office a week. You would also be expected to work outside of standard office hours occasionally (for customer meetings and events).
Please note that this role will close at midday on 28th November. Please ensure that your application is submitted prior to the deadline to be considered for this role.
Rewards & Benefits
We offer a range of benefits including an excellent pension scheme, healthcare cash plan, Cyclescheme and season ticket loans. Further to this you can expect generous holiday and paid leave allowances, tailored induction programme and fantastic ongoing training and development opportunities.
Values-Based Recruitment
Estuary has a value-based recruitment policy which means our selection process is aligned with our core values of Respect, One Estuary, Accountable and Responsible.
Safeguarding & Recruitment
Estuary is committed to safeguarding and practices safer recruitment standards and expects all staff to share the commitment to safeguarding children and people with care and support needs.
The successful applicants will be required to provide proof of eligibility to work in the UK. Please note that at this time, we're unable to accept applications from candidates who require visa/work permit sponsorship. We appreciate your understanding and we welcome applications from all candidates who are eligible to work in the UK without sponsorship.
Estuary is Inclusive
At Estuary, we're committed to embedding equality and diversity at the heart of our work. We aim to be an inclusive organisation, where individual differences are respected, where staff, people who use services, as well as their families and carers, are treated with dignity and on the basis of their merits, abilities and needs, and where everyone has a fair opportunity to fulfil their potential without suffering discrimination or disadvantage.
We always strive to recruit the person most suited to the job, and we welcome applications from people of all backgrounds.
Anonymous Shortlisting
To further support our aim to be an inclusive employer, we use specific software to remove all person-identifiable information from CVs, including name and dates of employment/education, also date of birth, age and gender where a candidate has included these details in their CV. Your personal details will only be made available to hiring managers if you are selected for interview.
Estuary is Disability Confident
We're also a certified Disability Confident Employer, which means we are committed to employing people with disabilities, and that we will:
If you are unable to use the online process to apply, please call us on 0300 3045000 to request an application pack in an alternative format.
About Estuary
Estuary is a Housing Association with a strong and clear regional commitment within Essex. We work very successfully within every district in Essex, the three outer East London Boroughs and in the Suffolk Coastal District.
We currently own and manage over 4600 properties. We are always looking at ways to increase the number of homes we can offer and believe it is important to build communities, not just homes.
We are committed to the provision of good-quality housing, care and support services to meet local needs and to contribute to the development of sustainable communities. Our residents are at the heart of everything we do, their views are important to us in helping shaping future services.
We employ just over 300 people, two thirds of whom work providing care and support to people with learning disabilities. We also have an army of dedicated people behind the scenes providing a variety of services including rent collection, gardening, estate management and working on projects to build new houses.
Estuary Benefits
Flexible and Hybrid Working
Pension
Scheme
Generous Holiday and Additional Paid Leave Allowances
Mental Health
Support Portal
Healthcare
Cash Plan
The Customer Voice Manager will lead and inspire the organisation to deliver an effective, purposeful and inclusive customer engagement approach. They will develop customer insight information to tailor communication and use feedback data to influence and inform decisions.
Monitoring customer engagement operations, ensuring the voice of the customer is clear and heard within the organisation and plays a significant part in shaping and improving the design and delivery of current and future services.
They will be responsible for developing and maintaining strong relationships with customers, colleagues and other stakeholders to ensure high levels of customer satisfaction and engagement across Estuary.
The Customer Voice Manager will support, empower and embed the role of scrutiny across the organisation ensuring our customers our holding our services to account on their performance, culture and values.
They will support the Assistant Director of Customer Services for the implementation of the Customer Engagement Strategy to enhance the overall customer experience and meeting the requirements on customer standards around engagement.
No day is ever the same, so this role will have a 'can do' attitude and will thrive on performance and positive results. The manager will be adaptable and willing to learn and share knowledge with a range of partners. The successful candidate will also need to have a full UK driving licence and access to a car.
If you think this sounds like you and you're ready for a challenge, we'd love to hear from you!
For a full breakdown of responsibilities and more details about the skills we're looking for, please see the attached role profile located at the bottom of the advert.
This role will be hybrid working with at least two days in the office a week. You would also be expected to work outside of standard office hours occasionally (for customer meetings and events).
Please note that this role will close at midday on 28th November. Please ensure that your application is submitted prior to the deadline to be considered for this role.
Rewards & Benefits
We offer a range of benefits including an excellent pension scheme, healthcare cash plan, Cyclescheme and season ticket loans. Further to this you can expect generous holiday and paid leave allowances, tailored induction programme and fantastic ongoing training and development opportunities.
Values-Based Recruitment
Estuary has a value-based recruitment policy which means our selection process is aligned with our core values of Respect, One Estuary, Accountable and Responsible.
Safeguarding & Recruitment
Estuary is committed to safeguarding and practices safer recruitment standards and expects all staff to share the commitment to safeguarding children and people with care and support needs.
The successful applicants will be required to provide proof of eligibility to work in the UK. Please note that at this time, we're unable to accept applications from candidates who require visa/work permit sponsorship. We appreciate your understanding and we welcome applications from all candidates who are eligible to work in the UK without sponsorship.
Estuary is Inclusive
At Estuary, we're committed to embedding equality and diversity at the heart of our work. We aim to be an inclusive organisation, where individual differences are respected, where staff, people who use services, as well as their families and carers, are treated with dignity and on the basis of their merits, abilities and needs, and where everyone has a fair opportunity to fulfil their potential without suffering discrimination or disadvantage.
We always strive to recruit the person most suited to the job, and we welcome applications from people of all backgrounds.
Anonymous Shortlisting
To further support our aim to be an inclusive employer, we use specific software to remove all person-identifiable information from CVs, including name and dates of employment/education, also date of birth, age and gender where a candidate has included these details in their CV. Your personal details will only be made available to hiring managers if you are selected for interview.
Estuary is Disability Confident
We're also a certified Disability Confident Employer, which means we are committed to employing people with disabilities, and that we will:
- Actively seek to attract and recruit people with disabilities
- Provide a fully inclusive and accessible recruitment process
- Offer a guaranteed interview to applicants with disabilities who meet the minimum criteria for the vacancy
- Be flexible with our assessment process to ensure applicants with disabilities have the best opportunity to demonstrate their ability to do the job
- Make reasonable adjustments to support people with disabilities as needed.
If you are unable to use the online process to apply, please call us on 0300 3045000 to request an application pack in an alternative format.
About Estuary
Estuary is a Housing Association with a strong and clear regional commitment within Essex. We work very successfully within every district in Essex, the three outer East London Boroughs and in the Suffolk Coastal District.
We currently own and manage over 4600 properties. We are always looking at ways to increase the number of homes we can offer and believe it is important to build communities, not just homes.
We are committed to the provision of good-quality housing, care and support services to meet local needs and to contribute to the development of sustainable communities. Our residents are at the heart of everything we do, their views are important to us in helping shaping future services.
We employ just over 300 people, two thirds of whom work providing care and support to people with learning disabilities. We also have an army of dedicated people behind the scenes providing a variety of services including rent collection, gardening, estate management and working on projects to build new houses.
Estuary Benefits
Flexible and Hybrid Working
Pension
Scheme
Generous Holiday and Additional Paid Leave Allowances
Mental Health
Support Portal
Healthcare
Cash Plan