Customer Engagement Business Partner

Rochdale Boroughwide Housing Ltd; Rochdale; On-site; GBP 36,000 - 41,000; Full time

Benefits offered by this job

30 days annual leave

Buy up to 5 additional days

5 extra days after 5 years

Pension matched up to 8%

Flexible working

Healthcare cashback plan

Virtual GP access

Gym membership subsidy

Employee Assistance Programme 24/7

Volunteer days

Enhanced family-friendly policies

Job summary

Rochdale Boroughwide Housing (RBH) is seeking a proactive Customer and Community Engagement Business Partner to drive customer voice across the Borough. You will develop opportunities for customers to shape, influence and scrutinise RBH services, using multiple channels and events to maximise participation and impact.

You’ll travel across the Borough, engaging with a diverse range of customers, supporting delivery of the engagement plan and turning feedback into service improvements.

Qualifications

• Experience in customer engagement, community engagement, customer service or related field.
• Excellent written and verbal communication skills.
• Strong presentation and facilitation skills with diverse audiences.
• Experience developing relationships with customers and stakeholders from diverse backgrounds.
• Ability to manage competing priorities across multiple projects.

Responsibilities

• Supporting the delivery of RBH’s Customer Engagement plan.
• Creating and delivering meaningful engagement opportunities for customers and our communities.
• Working collaboratively with customers and colleagues to improve services.
• Developing innovative ways for customers to influence, monitor and scrutinise service delivery.
• Building inclusive engagement approaches that encourage participation from a diverse range of customers.
• Facilitating meetings, workshops, focus groups and consultation activities.
• Creating engaging communications content across digital, social media and other channels.
• Monitoring engagement activity and outcomes, ensuring customers understand how their feedback has influenced decisions.
• Supporting colleagues across RBH to embed customer engagement and involvement into service delivery.
• Using insights and feedback to identify opportunities for service improvement.

Skills

Customer engagement

Communication skills

Facilitation

Stakeholder management

Project management

Digital communications

MS Office

Housing sector knowledge

Social impact

Job description

Customer and Community Engagement Business Partner

Is this the next step in your career Find out if you are the right candidate by reading through the complete overview below.

Rochdale

£37,326

Permanent, 36.25 hours per week

At Rochdale Boroughwide Housing (RBH) our customers are at the heart of everything we do.

Making sure the people who live in our homes have a voice – and that they are listened to and their views are acted on – are priorities for us.

That’s why we are looking for an enthusiastic and proactive Engagement Business Partner who is great at building relationships, to work with customers, colleagues and communities across the Borough.

You will identify and create innovative and new engagement opportunities, helping to strengthen customer influence and driving real and meaningful improvements across RBH.

About The Role

The Customer Engagement Business Partner plays a key part in our Customer Experience team and reports to the Community Engagement and Investment Manager.

You’ll help bring our engagement opportunities to life by developing meaningful opportunities for customers to shape, influence and scrutinise services.

We are keen to increase uptake in our engagement activities so you’ll be comfortable using a variety of communication channels to encourage people to take part. From organising and facilitating engagement events and focus groups, to creating digital content and sharing outcomes, you'll help ensure customer feedback drives continuous improvement.

As part of this role, you will regularly travel across the Borough of Rochdale to engage directly with customers and communities, therefore a full UK driving licence and access to a vehicle insured for business use is essential. You will be reimbursed for business mileage.

What You'll Be Doing

• Supporting the delivery of RBH’s Customer Engagement plan
• Creating and delivering meaningful engagement opportunities for customers and our communities.
• Working collaboratively with customers and colleagues to improve services.
• Developing innovative ways for customers to influence, monitor and scrutinise service delivery.
• Building inclusive engagement approaches that encourage participation from a diverse range of customers.
• Facilitating meetings, workshops, focus groups and consultation activities.
• Creating engaging communications content across digital, social media and other channels.
• Monitoring engagement activity and outcomes, ensuring customers understand how their feedback has influenced decisions.
• Supporting colleagues across RBH to embed customer engagement and involvement into service delivery.
• Using insights and feedback to identify opportunities for service improvement.

About You

You’ll be passionate about customer engagement and committed to ensuring they have the opportunity to influence the services that matter to them.

You’ll Bring

• Experience in customer engagement, community engagement, customer service or a related field.
• Excellent written and verbal communication skills.
• Strong presentation and facilitation skills, with the confidence to engage a range of audiences.
• Experience of developing positive relationships with customers and stakeholders from diverse backgrounds.
• The ability to manage competing priorities and work effectively across multiple projects.
• Experience delivering and monitoring projects and initiatives.
• A creative approach to communications and engagement, including digital and social media platforms.
• Confidence using Microsoft Office applications, including Word, Excel and PowerPoint.
• Knowledge of customer engagement and participation principles within housing or related sectors.
• A genuine interest in customer engagement, service improvement and social impact.
• Awareness and understanding of the issues affecting customers and communities.

Why Join RBH?

This is a fantastic opportunity to be part of an ambitious programme of engagement at a time when the voices of our customers has never been more important. You'll help shape how RBH works with customers, ensuring their experiences and insights influence decision-making at every level.

You’ll join a supportive and passionate Customer Experience team where your ideas, enthusiasm and expertise will make a genuine difference to customers and communities across the Borough.

What Do We Have to Offer You?

In addition to a competitive salary, you will benefit from:

• 30 days annual leave plus bank holidays
• Option to buy up to 5 additional days annual leave
• An additional 5 days annual leave after 5 years’ service
• Business mileage reimbursement
• Pension scheme with employer contributions matched up to 8%; death in service benefit
• Flexible, smart working arrangements
• Healthcare cashback plan, virtual GP access and subsidised gym membership
• Employee Assistance Programme available 24/7
• Paid volunteering days
• Enhanced family-friendly policies

Plus, so much more!

Diversity, Inclusion & Belonging

RBH is committed to creating an inclusive workplace where everyone feels valued, respected and supported. We operate a Guaranteed Interview Scheme for applicants who declare a disability, as defined by The Equality Act 2010, and meet the role's minimum requirements