Customer Experience and Insight Officer

• Annual salary of £39,900 (FTE)
• Permanent role
• Full-time (35 hours / Mon - Fri), part-time and flexible working patterns available
• Liverpool city centre office base, hybrid working

Proposed Interview Date: Friday 10th May 2024

The role

The purpose of this role is to take a lead role in the design and delivery of customer engagement mechanisms, utilising data and feedback to optimise the customer experience, realise efficiencies and identify opportunities for improvement.

You will support the delivery of our Customer Centric and Involvement Strategies ensuring we put the needs of customers first. Working closely with other members of the Business Transformation Team, you will ensure we best understand customer needs and meet regulatory requirements.

This role will be key to analysing and understanding compliments, comments and complaints trends and support the submission of timely, accurate and robust information to the Housing Ombudsman Service, working with customers to understand where we can improve.

You will take a lead role in the delivery and implementation of our customer engagement and empowerment activities, ensuring that the customer voice is integral to shaping service delivery.

The right fit

• We're seeking a dynamic individual to join our team.
• You'll play a key role engaging with customers and working with teams to make a positive impact on the services we provide.
• You'll have a proven record in improving the customer experience, with strong analytical skills to extract actionable insights from customer feedback.
• You will demonstrate excellent interpersonal and communication skills, with the ability to build strong relationships at all levels.
• You will have a passion for making a positive difference, empowering communities and promoting customer engagement.

Who we are

We regenerate places and work with people to create the opportunities they need to thrive. Affordable housing is our starting point, but we are a dynamic group of organisations doing very different things. We work in places where we can make a difference and operate across the housing and construction sector, in care and support, and in education, training and careers.

The Regenda Group is made up of Regenda Homes and its wholly owned subsidiaries M&Y Maintenance and Construction, Redwing, Ecogee, Petrus, The Learning Foundry, Positive Footprints, Centre 56 and the National Communities Resource Centre.

Next steps

If you like what you’ve read so far and think you’ve got what it takes to join our team, then apply now with a copy of your CV and a short covering letter detailing why you think you would be a good fit the role.

Our People Services team will review your application and will be in touch shortly.

What we offer

The Regenda Group really is a great place to work – and you don’t have to just take our word for it! We’re an accredited Best Companies Top 100 employer and have achieved Investors in People Gold status.

We can offer you a working environment where you can enjoy yourself, develop yourself and be yourself and where you really can make a difference to people’s lives.

We also offer a fantastic reward and benefits package which, amongst other things, includes:

• A range of flexible working options.
• 27 days paid annual leave each year (rising one day per year up to a maximum of 32 days after five years) in addition to 8 bank holidays.
• 6 additional days for volunteering
• Up to 9% Employers Contribution to the Pension Scheme (match funded) .
• £250 annual ‘Live and Learn’ allowance to spend on learning any new skill.
• Enhanced maternity, paternity and adoption pay schemes.
• Employee Assistance Programme and health and wellbeing initiatives
• A wide variety of exciting learning and development opportunities.
• Interest free loans to assist with the purchase of computer equipment and travel season tickets.
• Monthly staff lottery scheme.

"We regenerate places and create opportunities for people"

We welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from disabled and minority ethnic candidates as they are currently under-represented within our organisation.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, we’d encourage you to submit your application as early as possible.

INDHP

The Regenda Group is a great quality, forward thinking housing business, building, managing and maintaining the homes people need. We own or manage around 13,000 properties across the region, including social rented housing, housing for older people, supported housing, private rented property, shared ownership and housing for sale.

The Regenda Group is made up of Regenda Homes and its wholly-owned subsidiaries M&Y Maintenance and Construction, Redwing Living, McDonald Property Rentals, Petrus Community, The Learning Foundry, Positive Footprints and Centre 56.

Our mission is to provide a comprehensive range of multi-tenure housing products and services that reflect the dynamic nature of the housing market, the diversity of our customers and a rapidly changing world.

Our core purpose is to regenerate places to create opportunities for people.

PLACEHOLDER