CUSTOMER INSIGHT AND ENGAGEMENT OFFICERS

We’re looking for a strong team player with a proven track record of identifying and implementing creative and innovative customer engagement opportunities, including in person and virtual engagement, to support strategic objectives.

The successful candidate will be able to analyse and report on customer insight gained from research, data, social media, focus groups and other engagement channels to identify learning and influence service delivery to promote an improved customer experience.

What you’ll love about this job
You’ll contribute to YHN’s development and understanding of customer insight, satisfaction, and engagement to inform communications activity and service improvements in line with current strategy.

You’ll also work closely with the business to develop and implement policies and strategies, including making a key contribution to the Business Strategy and other significant corporate initiatives. Helping ensure that the voice of the customer is central to the development of services and wider decision making.

This is an amazing opportunity to support and shape real change across our organisation and a significant step forward in being able to make living easier for our customers. You’ll work to improve our service offering to drive forward the organisation’s ambitions, ensuring we are first for housing and make living easier for our customers.

What you need to do the job
• Able to effectively analyse qualitative and quantitative data to inform YHN’s customer insight
• Customer focus – with the ability to effectively plan and deliver a range of customer engagement activity, including events and customer training.
• Personally credible with excellent verbal and written communication skills, including the use of IT.
• A strong track record of supporting the development of strategies and the ability to ensure the voice of our customers is heard and they are at the heart of all we do.

Why work for us
Your Homes Newcastle (YHN) is an arms’ length management organisation (ALMO) responsible for the management of over 26,500 Newcastle homes owned by Newcastle City Council and an additional 700 homes owned by Leazes Homes.

We are one of the largest property management organisations in the region and we provide high quality homes together with person-centred support. Our passion is creating great places where people can be proud to live, and our ambition is to be ‘first for housing’.

We offer a competitive salary with access to a Local Government Pension, 24 days annual leave plus bank holidays, agile working, flexi-time, staff network groups and Occupational Health service with free counselling services. We also have many salary sacrifice schemes and you can also benefit from discounted annual travel passes, MOTs and gas servicing.

We promote staff health and wellbeing and are committed to making YHN an amazing workplace where people feel valued and supported. We welcome applications from all backgrounds.

If this sounds like you and you’d like to have a chat about the post, please contact Jill Davison by email?jill.davison@yhn.org.uk

PLEASE NOTE: We do not accept CV’s, only online applications. To apply, click on the “Apply now” tab. Any communication sent to you regarding your application will be sent to the email address you have set up on your North East Jobs account, so you will need to ensure that you check your inbox.

YHN is an equal opportunities employer and welcomes applications from all groups regardless of gender, sexual orientation, religious belief, disability, age, race, maternity and pregnancy, marriage and civil partnership and gender reassignment.