Head of Customer Engagement

Head of Customer Engagement

Head Office Location: Brindley Place, Birmingham

Job Location: B1 2JB

Salary - £ 75,000 (+£ 2,500 Car Allowance) per annum

Contract type - Permanent

Working hours - Full Time (37 hours per week)

Closing Date - 15th November 2024

Interview Date - 26th November 2024

About the role

The Head of Customer Engagement and Investment is responsible for overseeing the key systems and processes for customer engagement and insight including systems and processes to gather, report and analyse customer satisfaction and perception measures, the support and development of the customer panel, the wider customer investment and engagement strategy across GSA.

This role involves managing the customer engagement and investment team. The post holder will be response for developing, implementing and embedding relevant procedures and standards, monitoring and reporting against key performance metrics, and collaborating with various departments to enhance the customer experience. The postholder will also be responsible for ensuring all customer contact and correspondence through the customer engagement and investment team is of a high quality and reflects a positive customer-centric culture

The Head of Customer Engagement and Investment will liaise across the Operations Directorate to ensure the engagement and investment programme aligns with the operating business model and can support the wider operational teams in enhancing customer experience.

Please note that if you are successful in this role, we will require a DBS check to be completed. Further details will be sent following offer.

About you

The Head of Customer Engagement and Investment will work with a variety of internal stakeholders across the breadth of business. They will hold significant influence and achieve strong credibility as a subject matter authority, driving a positive organisational customer engagement and insight culture with a strong focus on meeting service standards, learning and service improvement.

Please note that if you are successful in this role, we will require evidence of the required certificates and qualifications for this role. Without this evidence, you would be unable to commence employment at GreenSquareAccord.

About us

GreenSquareAccord is one of the biggest social housing and care providers in England.

We believe passionately in our mission to build better lives and provide social housing and support services to 54,000 people across our four localities. We are proud to play an active role in helping people to deal with the consequences of the housing crisis by providing affordable homes for people in our communities who need them most.

We also provide care and support to some of the most vulnerable people in society. This includes support for people who are homeless, experiencing domestic violence or are part of the criminal justice system.

Our purpose

We are proud to be able to support tens of thousands of people across England by providing affordable housing and care to help people live independently.

Our focus is on building better lives. Everything we do is about people - whether that`s providing a good quality, safe home or providing care which helps someone to live an independent life.

Our colleagues live and breathe this social purpose and we need great people, with skills across a range of disciplines, to make this happen.

Working for GreenSquareAccord gives you the chance to bring your skills and expertise and make a real difference. It doesn`t matter which role you are considering applying for, your work will help thousands of people build a better life.

The GSA Way

We know that how we do things is just as important as what we do. To help us make a difference, together, we created the GSA Way.

A culture we commit to, aspire to, and live and breathe. Commitments and behaviours which together make our organisation what it is.

Our five core commitments are:

• We believe our customer is everything
• We are one team
• We are supportive and caring
• We are business-minded for social purpose
• We are curious and ambitious.

You can read more about the GSA Way in our recruitment pack.

Benefits

In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a great benefits package. This includes; 25 days annual holiday entitlement (plus statutory bank holidays); a defined contribution pension scheme; trust based flexible working and a Confidential Employee Assistance Programme (EAP).

GreenSquareAccord also offer a non-contractual performance-related bonus scheme. Further details will be made available upon joining, along with supporting documentation which can be found on the GreenSquareAccord intranet site.

All individuals who apply to work at GreenSquareAccord are considered on their merits in line with our Diversity and Inclusion strategy and policy.

GreenSquareAccord are a Disability Confident Employer therefore we actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the `essential eligibility criteria` for the role, as detailed in the job description, are guaranteed an interview.

If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.