Customer Insight Officer - Resident Engagement

Customer Insight Officer - Resident Engagement  

Bromsgrove, Worcestershire  

£36,575.24 per annum + excellent benefits 

Permanent, Full Time  

Closing Date: Thursday 2nd April 4pm 

Interview Date:  Wednesday 15th April 2026 - in person interview    

We have an opportunity for a Customer Insight Officer, specialising in Resident Engagement to join our Customer Insight Team who are responsible for complaints, resident engagement and driving customer satisfaction across the organisation.  

The Role 

Central to the role will be listening to our customers and teams, using customer feedback to make changes across the organisation to improve the customer experience. Using your creativity, you will deliver new and existing engagement activities and events; including mystery shopping, focus groups and customer inspectors and use this feedback to shape services across the organisation whilst ensuring the customer voice and experience is at the heart of what we do.    

You will identify trends, themes and key insights from feedback, providing a comprehensive interpretation of the results and use data visualization tools to provide insight and present data in an easily accessible and universally understandable format.  

About You 

We’re looking for an individual with experience working in customer facing service delivery in the social housing sector. You’ll have experience in resident engagement or proven experience in facilitating group activities along with knowledge of and practical experience using Customer Relationship Management (CRM) systems. Strong communication skills are essential and you will have the ability to present information accurately and clearly both verbally and visually.   

What we can offer in return:   

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  32 days annual leave plus bank holidays 

  
  


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  Holiday purchase scheme –buy up to an additional 5 days holiday per year 

  
  


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  Holiday buy back scheme – bdht will buy up to 10 days holiday back from staff 

  
  


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  Team budget every year to enjoy an afternoon out as a team 

  
  


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  Electric vehicle leasing scheme through Octopus Energy 

  
  


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  Pension scheme – defined contributions pension administered by the Social Housing Pension Scheme (SHPS) 

  
  


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  Life insurance is available to members of the pension scheme 

  
  


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  Employee Assistance Programme 

  
  


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  Mental Health First Aiders 

  
  


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  Healthcare Cash Back Scheme – Healthshield 

  
  


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  Retail discounts scheme 

  
  


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  Long Service Awards (given at 1 year, 5 years and in increments of 5 years following this) 

  
  


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  Reimbursement for professional subscription fees 

  
  


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  Corporate Sponsorship opportunities 

  
  


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  Reimbursement for HRT pre-paid certificates 

  
  


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  Reimbursement for annual flu jab 

  
  


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  Free parking and refreshments 

  
  


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  Monthly staff compliments raffle 

  
  


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  Wellbeing calendar of events throughout the year 

  
  

Bdht reserves the right to close vacancies before the stated closing date where the volume of applications is extremely high.