Livv Housing Group
Customer Engagement Executive
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Customer Engagement Officer
Department
Community Investment & Engagement Team
Reports To
Manager – Customer Engagement
Directly Responsible For
N/A
Hours
37 (Fixed Term for 12 Months)
Overall Team / Department
The Community Investment Team leads the development and delivery of our community investment programmes, to achieve our corporate plan and create social impact for our customers and their communities. The programmes are delivered through collaboration with external stakeholders, commissioned projects and in-house delivery.
The Customer Engagement Team leads the development and delivery of customer engagement programmes and delivery of the Group’s Customer Engagement Strategy, ensuring customer voice is at the heart of our decision making.
The Service Improvement Team provides the Customer Insight Directorate with central co-ordination of process compliance, performance data and analysis, and continuous improvement activity.
Key Role Priorities
The role holder is responsible for designing and delivering effective customer involvement and engagement activities, including collection and evaluation of customer feedback data.
Key Working Relationships
- The role holder will work closely with the Manager – Customer Engagement, to deliver the business’ approach to customer engagement, specifically the delivery of the annual customer engagement plan.
- The role holder is required to work with colleagues across Customer Insight and the wider business, to design and deliver customer engagement activities and provide feedback to inform the development of policies, processes, and service improvements.
- Externally, the role holder is required to work in collaboration with a range of stakeholders, including customers, local authorities, 3rd party agencies and other key partners, to develop and implement customer engagement activities and ensure effective representation.
Main Duties & Responsibilities
- Delivery of individual customer engagement activities and initiatives, as identified through the Customer Engagement Plan - incl, planning and logistics.
- Production of written reports following each engagement activity, incl. analysis and summary of the feedback received, providing insight to the relevant team/manager.
- Collection and evaluation of customer feedback, providing this to relevant colleagues to inform improvement plans.
- Support the Manager – Customer Engagement to oversee and support the Customer Scrutiny Panel (QuIP), to agree and deliver an annual programme of scrutiny and assurance, including production of QuIP Review reports and action plans.
- Support with establishment of local residents’ associations, encouraging participation and providing training to residents where required.
- Maintain accurate customer records of all customer involvement and activities, including individual customer details as required.
- Record all one-to-one customer conversations or interactions on the customer dashboard.
- Identify opportunities to improve the processes and/or increase customer representation, and feed these to the Manager - Customer Engagement
- Complete any other tasks as commensurate with the level and nature of the post as delegated by the role’s line manager.
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Key Measures of Success
- Individual customer involvement & engagement activities are representative of the intended customer base.
- Feedback and analysis from customer engagement activities is presented in a format which provides clear and actionable insight, to inform decisions about business services or processes.
- Innovative engagement methods are identified and used to increase the number of customers we engage with.
Living Our Values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a Difference Daily
We invest in our people, our customers and in the creation of a fairer society.
Positively Open
We’re open to feedback at all times, as we strive to deliver a first-class customer experience.
Forging the Right Way
We’re creating an inspiring road which others will want to follow.
Together as One
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each One of Us
- listens to our customers and makes their needs a priority
- is committed to equality, diversity and inclusivity
- takes a flexible approach and works where we’re needed
- follows health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague and third-party data
- is guided by our policies, procedures and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Person Specification
Education & Qualifications
3 GCSEs (Level 4 or above) or equivalent relevant customer service experience (E)
Experience
Delivery and facilitation of customer involvement activities, surveys and focus groups (E)
Evidence of working effectively in co-operation with customers/communities/focus groups (E)
Delivery of innovative customer involvement activities that increase customer representation (D)
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Skills, Knowledge & Ability
Knowledge of a variety of customer involvement and engagement methods to gain customer insight (E)
IT skills, including Microsoft office (E)
Excellent communication (oral and written) and interpersonal skills (E)
Ability to format and manipulate data for the purposes of analysis and research (E)
Strong stakeholder communication skills (E)
Project Management skills (D)
Report writing skills (D)
Personal Characteristics
Self-motivates and able to work under own initiative (E)
A confident, empathetic, communicator (E)
Good planning, organising and time management skills (E)
Other
Flexibility in approach to hours and locations worked (some out of hours working is necessary) (E)
Valid driving license and access to vehicle for work purposes (E)
Give Get Go
As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.
Should you wish your application to be considered under this scheme, please contact us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.
Equality and Inclusion
Please visit here to read more about Livv inclusive and our approach to equality and inclusion.
Disability Confident
The Equality Act protects disabled people from discrimination, and we welcome applications from disabled people. The Equality Act defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect, usually at least 12 months, on their ability to carry out day to day activities.
We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities.
Data Protection
We fully recognise your rights under current Data Protection Laws and are committed to protecting the privacy and security of your personal information. We collect and process personal data relating to applicants to manage the recruitment process effectively, including for statistical purposes.
For full details please see our Job Applicant Privacy Policy.
If you require any additional support when completing your application, please contact us.
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