Regulated by the Regulator for Social Housing, we provide homes for over 40,000 customers and we seek to provide housing, repairs, development and customer services of the highest quality. We encourage our customers to give us their feedback and to engage with us through a range of panels and engagement opportunities that help us to improve our service offering.
The Vacancy
It’s an exciting time for us, we want to engage more customers, use their feedback well, set new standards and improve the quality and effectiveness of our complaint responses.
Where services fall short of customer expectations, we want to know so we can put things right and so we can learn and improve.
$ads={1}
This role manages the Tenant Voice team, a team of four targeted to maximise the contribution of tenants to the delivery of agreed corporate priorities.If you have experience of leading high performing customer engagement teams, and can help us achieve our ambitions, we want to hear from you.
This is an important role in which you will:
Inspire, lead, manage and motivate staff.
Harness customer feedback to direct service improvement and improve customer satisfaction.
Ensure the tenant voice is heard and responded to through improved practices.
Develop, deliver, measure and evaluate tenant involvement projects, priorities and performance targets.
Lead and report on the annual self assessment of the Tenant Involvement and Empowerment Standard, ensuring the delivery of any development actions that arise.
To be successful in this role you will:
Demonstrate experience and a track record of delivery in tenant engagement.
Set performance expectations for the team, drive their delivery, ensure methods used are innovative and that accountability to tenants grows.
Be a visible, credible, tactful and persuasive communicator.
Have a track record of process reviews and delivering demonstrable improvements in customer experience.
Be able to work under pressure to meet deadlines.
Have experience of a management role within a tenant liaison / tenant engagement role.
Be confident in using digital / social media channels to communicate and drive business success.
PLEASE NOTE:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed;
Right to work verification
Qualification certificate check
2x completed references
OH Health Questionnaire – Fit For Work
DBS check (if required for role)
Completion of all new starter documentation including signed T&C’s
‘Happy to Talk Flexible Working’
