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Job Description About the role We have an exciting opportunity for a Customer Engagement Officer to join our Customer Experience Team, the individual can be based in our Oldham, Bristol, London or Milton Keynes office. This is a full-time permanent position, working Monday to Friday, 35 hours per week. We offer a hybrid working style, three days in the office and two days remote. Reporting to our Customer Experience Manager, you will deliver engagement strategies and projects ensuring our residents are fully supported and their voices are heard. We are looking for a person-centred individual who will manage projects to collate and examine information gathered through our engagement activities. This will include developing, maintaining, and monitoring resident feedback tools and methodologies. The role will require you to travel to attend meetings or when hosting workshops or focus groups across the areas we serve. A full UK driving licence and access to your own vehicle is beneficial however not compulsory as travel is expensed and we encourage travel via trains. What we're looking for We're a customer-focused organisation so we know that how we do things is just as important as what we do. We are looking for someone who will implement creative and innovative resident engagement opportunities, including in-person and virtual engagement. You'll not only have experience in engagement activities, but you'll also have project management experience and a willingness to go the extra mile to get the job done. You'll also be able to demonstrate: <ul> <li>Experience in planning and conducting customer research activities such as focus groups and other qualitative research projects.</li> <li>Proven experience in research and analysis support and able to communicate findings through presentations and reports to support changes to operational practises and improve services.</li> <li>Proven ability to apply project management tools and methodologies.</li> <li>Proven ability to communicate effectively and professionally with customers.</li> <li>Proven ability to build excellent working relationships with teams across functions and specialisms.</li> <li>Excellent knowledge and extensive experience of using Microsoft Office packages, and IT systems.</li></ul>Desirable: <ul> <li>Knowledge of housing regulation and the National Tenant Engagement Standards</li> <li>A certified housing qualification</li> <li>Full UK Driving Licence and access to own vehicle.</li></ul>Essential Qualifications: <ul> <li>Educated to Level 2 in English &amp; Maths (Grade 4, GCSE grade C or above, or the equivalent).</li></ul>To find out more about the key responsibilities of the role and to ensure you meet the essential criteria, please review the role profile link. About Us The Guinness Partnership is one of the leading providers of affordable housing in England. We build and manage homes and provide housing services for around 140,000 customers nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our customers, our communities and our people, any profit we make is re-invested in new and existing homes and improving services. The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Customer Engagement Officer

Job Description About the role We have an exciting opportunity for a Customer Engagement Officer to join our Customer Experience Team, the individual can be based in our Oldham, Bristol, London or Milton Keynes office. This is a full-time permanent position, working Monday to Friday, 35 hours per week. We offer a hybrid working style, three days in the office and two days remote. Reporting to our Customer Experience Manager, you will deliver engagement strategies and projects ensuring our residents are fully supported and their voices are heard. We are looking for a person-centred individual who will manage projects to collate and examine information gathered through our engagement activities. This will include developing, maintaining, and monitoring resident feedback tools and methodologies. The role will require you to travel to attend meetings or when hosting workshops or focus groups across the areas we serve. A full UK driving licence and access to your own vehicle is beneficial however not compulsory as travel is expensed and we encourage travel via trains. What we're looking for We're a customer-focused organisation so we know that how we do things is just as important as what we do. We are looking for someone who will implement creative and innovative resident engagement opportunities, including in-person and virtual engagement. You'll not only have experience in engagement activities, but you'll also have project management experience and a willingness to go the extra mile to get the job done. You'll also be able to demonstrate: <ul> <li>Experience in planning and conducting customer research activities such as focus groups and other qualitative research projects.</li> <li>Proven experience in research and analysis support and able to communicate findings through presentations and reports to support changes to operational practises and improve services.</li> <li>Proven ability to apply project management tools and methodologies.</li> <li>Proven ability to communicate effectively and professionally with customers.</li> <li>Proven ability to build excellent working relationships with teams across functions and specialisms.</li> <li>Excellent knowledge and extensive experience of using Microsoft Office packages, and IT systems.</li></ul>Desirable: <ul> <li>Knowledge of housing regulation and the National Tenant Engagement Standards</li> <li>A certified housing qualification</li> <li>Full UK Driving Licence and access to own vehicle.</li></ul>Essential Qualifications: <ul> <li>Educated to Level 2 in English &amp; Maths (Grade 4, GCSE grade C or above, or the equivalent).</li></ul>To find out more about the key responsibilities of the role and to ensure you meet the essential criteria, please review the attached role profile. About Us The Guinness Partnership is one of the leading providers of affordable housing in England. We build and manage homes and provide housing services for around 140,000 customers nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our customers, our communities and our people, any profit we make is re-invested in new and existing homes and improving services. The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

About The Role Working Hours: 35 Hours per week Contract Type: Full-Time, Fixed-Term for 12 months Closing Date: 14 March 2025 Closing time: 11.59pm Interview Method: In Person (Face to Face) This role is subject to - 2 References - where possible we require 3 years' employment history. Driving Licence - The successful candidate should hold a full clean driving licence as you will be required to drive a vehicle adhering to council regulations. DBS (Disclosure and Barring Service) clearance - this post is covered by the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (amended in 2013). Appointable candidates will be required to apply for an Enhanced Disclosure and Barring Service (DBS) check. Information provided by you or the DBS will be dealt with in a confidential manner and in accordance with the DBS Code of Practice which can be viewed here. We have a policy on the Employment of Ex-Offenders and it is available upon request. The Resident Engagement Officer's will sit within the Building Safety Team in Housing Services and provides a new and exciting opportunity to shape the service. You will play a key part in delivering the requirements of the Building Safety Act 2022, specifically the development of Building Safety Resident Engagement Strategies for all Housing Services managed high rise buildings. This will include collecting relevant tenant information, developing strategies, consulting with residents and implementing the strategies. The Resident Engagement Officer's will: <ul> <li>Identify the needs of tenants to enable them to be involved in building safety.</li> <li>Develop and promote engagement opportunities within the Building Safety Team.</li> <li>Support the development of a Building Safety Resident Engagement Strategy.</li> <li>Consult with residents on engagement opportunities and building safety decisions.</li> <li>Assist colleagues in communicating with residents, including where there are language barriers and digital exclusion.</li></ul>For further information about the role, please contact Olivia Hammond at [email protected] About the Candidate You will have: <ul> <li>Excellent communication skills both written and verbal.</li> <li>Great customer service and the ability to build effective working relationships with residents and stakeholders.</li> <li>Good administrative skills, and the ability to develop and maintain effective systems for managing information. </li> <li>An interest in building and fire safety and the impact new regulations have on residents, and residents' involvement in how we deliver our services.</li> <li>Good IT skills.</li> <li>A passion for supporting residents and you enjoy helping customers.</li></ul>About Us We're the local government authority for Manchester, and have teams across the city helping to make this a great place to live for everyone. We're proud to do local government differently, in a city with an international reputation for diversity, creativity, culture and passion. When you join us, you're joining a team of over 7,000 council staff helping to make our ambition for Manchester a reality. Whatever your role, you'll be supporting our residents and communities to be the best they can be, and helping to build a Manchester that's fairer for everyone who lives, works, volunteers, studies or plays here. To make our ambition a reality, every person we recruit needs to play their its part. It takes a certain type of behaviour, attitude and way of working to get Manchester where it wants to be. Our people and partners have agreed five 'behaviours' - the grounding for how we must work together and treat one another: <ul> <li>We take time to listen and understand</li> <li>We work together and trust each other</li> <li>We show that we value our differences and treat each other fairly</li> <li>We 'own it' and we're not afraid to try new things</li> <li>We're proud and passionate about Manchester</li></ul>A career with us means you can be yourself, thrive, and build the career your talent and ambition deserve. Creating an inclusive team at Manchester City Council At Manchester City Council, we strive to create a fair and inclusive workplace that is as diverse as the communities we serve. We want to further increase the diversity of our workforce, in particular the number of Black, Asian and Minority Ethnic staff and disabled staff at all levels of the Council. This advert is open to all applicants, and we would particularly encourage applications from candidates identifying with one or both of those characteristics. If you want to find out more about the role, our ways of working, flexible arrangements or any workplace adjustments, please let us know by emailing [email protected]. If you are invited to interview, we will ask you if you require any adjustments for you to best demonstrate your suitability for the role in the interview process. Guaranteed Interview Scheme As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria: <ul> <li>Members of the Armed Forces and veterans</li> <li>Are currently in care, or have previously been in care</li> <li>If you consider yourself to be disabled or if you have a long-term health condition</li></ul>Accessibility As a Disability Confident Employer, we provide support for employees with physical or mental-health conditions, a disability or neurodiversity. Our workplaces are accessible by design, and we make workplace adjustments including providing aids, adaptations and equipment. These, combined with our flexible working policies such as disability-related leave, enable our employees to perform their role, thrive and be their authentic selves in work. We've also included some useful tips on how to submit the best application. In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement of employment. This is not a role we consider to be eligible for sponsorship under the Skilled Worker route based on Manchester City Council policy. Candidates are therefore encouraged to consider their own right to work options without the requirement for Manchester City Council sponsorship. What we will need from you if you're successful If you are successfully offered a position with us, the pre-employment checks you will be asked to undertake will depend on the role you've applied for. As a guide, these may include: <ul> <li>Passport/ID: You will be required to provide documentary proof of your right to work in the UK</li> <li>References (Current and Previous employer)</li> <li>Disclosure and Barring Service Clearance (DBS) (as applicable)</li> <li>Evidence of driving licence</li></ul>When you join us We want everyone to be able to be themselves at work and give their best. If you need additional support to undertake the duties of the role, we'll make every effort to source any necessary aids, adaptations or equipment. If, however, any task proves to be unachievable, we will look at redesigning parts of the role. Calculate your take home pay. Use this service to estimate how much Income Tax and National Insurance you should pay for the current tax year. Other relevant information Why work for us Who we are - Manchester City Council Privacy Notice

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