Care and Support Engagement Officer

Riverside; Liverpool; Hybrid; GBP 33,000 - 37,000; Full time

Job summary

A community-focused housing association in Liverpool is looking for a Care and Support Engagement Officer to enhance customer involvement and engagement. The successful candidate will support the development and delivery of customer engagement strategies, ensuring that the customer's voice is heard. Ideal candidates will have excellent communication skills and experience in similar roles. This is a full-time hybrid position offering competitive pay and generous benefits.

Benefits

Competitive pay & generous pension

28 days holidays plus bank holidays

Flexible working options

Investment in learning and personal development

Qualifications

• Demonstrable commitment to Our Riverside Way values.
• Proven track record of delivering a high-quality customer engagement function.
• Excellent attention to detail with the ability to work under pressure.

Responsibilities

• Support the delivery of the Customer Involvement and Engagement Strategy.
• Engage with customers to inform service design and delivery.
• Work in partnership with Care & Support teams to design meaningful opportunities.

Skills

Customer focused with excellent communication skills

Ability to engage and inspire customers

Experience in a similar role

Tools

Microsoft 365

Social media platforms

Job description

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Job Title: Care and Support Engagement Officer

Contract Type: Permanent

Salary: £33,258.86 per annum (£36,216.95 is achieved after 12 months successful performance in the role)

Working Hours: 35 hours per week

Working Pattern: Monday - Friday

Location: Hybrid, Liverpool / London

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as a Care and Support Engagement Officer

You will Support the Customer Involvement & Engagement Team to deliver a best practice customer involvement service for Riverside that is representative and inclusive of Riverside’s diverse Care & Support customer base and offers a wide range of opportunities to get involved and have a say.

The Customer Involvement and Engagement team focus on delivering customer involvement and engagement opportunities that customers have told us they want and harnessing the customer insight for use in continuous improvement and decision making and this is where you will contribute.

About You

We are looking for someone with:

• Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
• Able to engage and inspire customers with the ability to facilitate and moderate both in person and online customer engagement activities.
• Experience in a similar role
  
  

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working With Us, You’ll Enjoy

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits
  
  

Diversity And Inclusion At Riverside

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Role Profile

• Support the delivery of the Customer Involvement and Engagement Strategy and Care & Support Strategy that seeks to coproduce a customer engagement framework, grow the numbers of Care & Support customers involved significantly and embed a strong customer involvement approach as business as usual across the Riverside group.
• Work in partnership with Care & Support teams to design and deliver meaningful opportunities for customers to inform service design and delivery, including service scrutiny, staff recruitment, contract specification and consultation.
• Engage with customers and the communities in which we work, ensuring that the ‘customer voice’ is heard throughout the business and within Riverside’s Governance structure.
• Work with the Customer Involvement & Engagement team in the delivery of customer involvement and engagement activities to meet the regulatory standards and Together with Tenants commitments, striving to deliver a ‘best in class’ service. Work with customers to undertake regular assessments of our performance against the standards with recommendations for continuous improvement.
• Take a lead on key groups and aspects of the Customer Engagement Framework specific to Care & Support customers. Adopt an outcome focused approach in the design of activities to capture learning from customer feedback, ensuring customer-centric service design that delivers a great customer experience. Report on outcomes with recommendations for continuous improvement.
• Work with the team to recruit and grow our involved and engaged customer groups across the business, from a range of tenures and representative of our Care & Support customer profile.
• Support the development and delivery of a customer learning and development plan, tailored to individual requirements and preferences, which builds knowledge and capability to ensure they can participate fully as equal partners.
• Take a ‘value for money’ approach to the design and delivery of customer involvement and engagement activities, demonstrating the return on investment through value added outcomes.
• Represent the Group, as directed, at relevant benchmarking forums, meetings with professional bodies and other external stakeholder groups where attendance provides an opportunity to learn from others and progress organisational strategic objectives.
  
  

Person Specification

Essential

• Demonstrable commitment to Our Riverside Way values.
• Proven track record of delivering a high-quality customer engagement function.
• Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
• Able to engage and inspire customers with the ability to facilitate and moderate both in person and online customer engagement activities.
• Proven track record of successfully solving difficult problems.
• Excellent team player who can work flexibly to meet business requirements.
• Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
• Proficient use of a range of IT packages including Microsoft 365.
• Proficient understanding of social media platforms, digital communications and working with digital communities..
  
  

Desirable

• Evidence of continued professional development.
• Experience of engagement work with Care & Support customers
• Experience of customer communications and digital engagement

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Non-profit Organizations

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