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Customer Insight and Engagement Manager

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TipTopJob

3mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration

AI generated summary

  • You will support customer engagement, analyze tenant satisfaction, manage complaints, ensure compliance, train the team, oversee budgets, and handle housing management across various locations.
  • You will coordinate customer engagement, analyze tenant satisfaction, manage complaints, ensure compliance, develop team skills, oversee budgets, and handle tenancy management across multiple locations.

Requirements

  • Support the delivery of Alpha Livings Customer Engagement Strategy. Responsible for the coordination and delivery of Alphas customer engagement approaches, ensuring a diverse range of resident voices are heard within Alpha and those voices influence the decisions about service delivery.
  • Lead the delivery of all tenant satisfaction data. Produce insight on customer sentiment to track how our customers feel about the homes and services we provide and help us to design service improvements based on this.
  • Support the wider Housing Team in ensuring data is used effectively to track the resident experience, record resident information and provide information/reports as required. Responsible for performance measurement and monitoring of service standards (KPIs) for the team.
  • Act as Alphas Complaints Officer in accordance with the Housing Ombudsmans Complaints Handling Code and have autonomy to resolve complaints and the authority to compel engagement from other business areas to resolve disputes in line with our Policy and Procedures.
  • Review and ensure regulatory and compliance requirements are met
  • Develop great relationships across the business
  • Lead, develop, train and empower the Customer Experience Team
  • Support the Safeguarding Officer post, and review all current ongoing safeguarding cases are appropriately actioned.
  • Manage various budgets and ensure spending remains within targets set. This includes Resident Engagement, the LivingWell (hardship fund for residents) and Complaints and Compensation budget.
  • Act as a customer champion, delivering empathetic customer
  • To develop and review policies and procedures in line with best practice and
  • To carry out Housing Management of non:managed Alpha Housing stock, across five geographical locations including voids/lettings, arrears recovery and all tenancy management issues in line with the processes and procedures followed by the area managers

Responsibilities

  • Support the delivery of Alpha Livings Customer Engagement Strategy. Responsible for the coordination and delivery of Alphas customer engagement approaches, ensuring a diverse range of resident voices are heard within Alpha and those voices influence the decisions about service delivery.
  • Lead the delivery of all tenant satisfaction data. Produce insight on customer sentiment to track how our customers feel about the homes and services we provide and help us to design service improvements based on this.
  • Support the wider Housing Team in ensuring data is used effectively to track the resident experience, record resident information and provide information/reports as required. Responsible for performance measurement and monitoring of service standards (KPIs) for the team.
  • Act as Alphas Complaints Officer in accordance with the Housing Ombudsmans Complaints Handling Code and have autonomy to resolve complaints and the authority to compel engagement from other business areas to resolve disputes in line with our Policy and Procedures.
  • Review and ensure regulatory and compliance requirements are met
  • Develop great relationships across the business
  • Lead, develop, train and empower the Customer Experience Team
  • Support the Safeguarding Officer post, and review all current ongoing safeguarding cases are appropriately actioned.
  • Manage various budgets and ensure spending remains within targets set. This includes Resident Engagement, the LivingWell (hardship fund for residents) and Complaints and Compensation budget.
  • Act as a customer champion, delivering empathetic customer
  • To develop and review policies and procedures in line with best practice and
  • To carry out Housing Management of non:managed Alpha Housing stock, across five geographical locations including voids/lettings, arrears recovery and all tenancy management issues in line with the processes and procedures followed by the area managers

FAQs

What is the location of the Customer Insight and Engagement Manager position?

The position is located in Wirral.

What is the salary for this role?

The salary for the Customer Insight and Engagement Manager position is GBP 40,367 per year.

What is the job type and working hours for this position?

This is a full-time, permanent position, working 35 hours a week.

What is the main purpose of the role?

The main purpose of the role is to lead the approach to customer engagement, ensuring that customer feedback informs service design and enhances the customer experience.

What are the main responsibilities of the Customer Insight and Engagement Manager?

Responsibilities include coordinating customer engagement strategies, leading tenant satisfaction data analysis, acting as the Complaints Officer, ensuring compliance with regulations, developing team relationships, managing budgets, and reviewing policies and procedures.

Will I be responsible for handling complaints?

Yes, you will act as Alpha's Complaints Officer and will have the authority to resolve complaints and engage other business areas as needed.

Is experience in housing management required for this role?

Experience in housing management is beneficial, as you will be involved in managing non-managed Alpha Housing stock and various tenancy management issues.

Are there opportunities for professional development in this role?

Yes, you will have the opportunity to lead, develop, train, and empower the Customer Experience Team, fostering professional development.

Do I need to provide proof of the right to work in the UK?

Yes, proof of the right to work in the UK is required for all applicants before an employment offer can be confirmed.

What qualifications or job titles may be considered relevant for this role?

Relevant qualifications or job titles include Customer Engagement Manager, Engagement Manager, Housing Enabling Manager, Engagement Coordinator, Communications Manager, Client Communications, and Communications Coordinator.

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