Customer Engagement Officer

Broadacres Housing Association; York and North Yorkshire; On-site; GBP 31,000 - 38,000; Full time

Benefits offered by this job

Generous pension and life cover

Flexible working

BroadRewards platform

Wellbeing support

Eye care and vouchers

Job summary

Broadacres Housing Association in Northallerton is seeking a Customer Engagement Officer on a 9‑month maternity cover, 37 hours per week. You will lead the planning and delivery of customer engagement activities—from consultations and focus groups to forums and community events—and turn customer feedback into clear insight that informs services, policies and priorities.

Working with residents, colleagues and external partners, you will analyse qualitative and quantitative data, prepare reports

Qualifications

• Proven experience organizing and delivering customer events and customer insight activities.
• Experience in customer engagement or involvement, insight or consultation.
• Experience with diverse, vulnerable or under-represented customer groups.
• Experience using customer insight to influence change and improve services.
• Strong written and verbal communication with good attention to detail.
• Good analytical skills to collate data and identify issues for improvement.
• IT literacy and comfort using online technologies to engage with customers.

Responsibilities

• Plan, organise and deliver a programme of customer engagement activities (consultations, focus groups, forums, community events).
• Identify inclusive ways to involve more customers in service development, including harder-to-reach groups.
• Support customers to participate by providing guidance, training and practical support.
• Collaborate with colleagues, residents and external partners to improve communication and strengthen customer insight.
• Coordinate and support the Customer Scrutiny Panel, Customer Network and volunteers, both face-to-face and online.
• Record engagement activity, analyse feedback, and prepare reports and briefings.
• Close the feedback loop by showing how customer views shaped services and improvements.

Skills

Communication skills

Analytical skills

IT literate

Time management

Team collaboration

Education

A-Level or equivalent

Job description

Customer Engagement Officer

9 month maternity cover

37 hours per week

34,429.77

Northallerton

Do you have a passion for engaging with customers and making sure their voices help shape services? We're looking for a Customer Engagement Officer to join our Customer Engagement and Insight team, helping customers comment on, influence and improve the services they receive from Broadacres.

About the role

In this role, you'll lead the planning and delivery of customer engagement activities, from consultations and focus groups to forums, networks and community events. You'll collate and analyse feedback, turn customer voice into meaningful insight, and work with colleagues to make sure customers can see how their views have influenced Broadacres' services, policies and priorities.

Key Responsibilities

Plan, organise and deliver a programme of customer engagement activities, including consultations, focus groups, forums, community action days and other events.

Identify innovative and inclusive ways to involve more customers in service and policy development, including under-represented and harder-to-reach groups.

Support customers to participate at the level they choose by providing guidance, training and practical support across the customer engagement framework.

Work collaboratively with colleagues, residents and external partners to improve communication, increase feedback opportunities and strengthen customer insight.

Coordinate and support the Customer Scrutiny Panel, Customer Network, customer volunteers and other groups, both face to face and digitally.

Record engagement activity, analyse qualitative and quantitative feedback, and prepare clear reports, presentations and briefings.

Close the feedback loop by communicating how customer views have helped shape Broadacres' services, policies and improvements.

About You

You're passionate about customer voice and understand the importance of involving customers in shaping services.

You're a confident communicator who can build positive relationships with customers, colleagues and partner organisations.

You're creative, organised and able to manage multiple priorities in a busy, fast-paced environment.

You can analyse feedback and data, identify themes and turn insight into clear recommendations for improvement.

You're committed to equality, diversity and inclusion, and know how to make engagement activities accessible and inclusive.

You enjoy working collaboratively and are motivated by delivering great customer experiences.

Essential Qualifications & Experience

Demonstrable experience of organising and delivering customer events and customer insight activities.

Experience of working in a customer engagement role or a role focused on customer involvement, insight or consultation.

Experience of working with diverse, vulnerable or under-represented customer groups.

Experience of using customer insight to influence change and improve services.

Strong written and verbal communication skills, with good attention to detail.

Good analytical skills, with the ability to collate data, understand issues quickly and prepare information that supports improvement.

IT literate and confident using online technologies to engage with customers and stakeholders.

A-Level or equivalent further education qualification, alongside a current driving licence.

Desirable

Knowledge of the social housing sector, customer engagement practice and customer insight within a regulated environment.

Understanding of risk assessment, safeguarding, data protection and the needs of customers with additional support requirements.

Knowledge of the Regulator of Social Housing's Consumer Standards, particularly transparency, influence and accountability.

Professional qualification in housing, customer involvement or a related subject.

What We Offer

• Generous holiday allowance with the option to buy additional leave, alongside a pension scheme with life cover
• Flexible and supportive working within a collaborative and customer-focused team
• Access to our BroadRewards platform, offering schemes such as Cycle to Work and Smart Tech
• A strong focus on wellbeing, including a 24/7 Employee Assistance Programme, counselling support and occupational health services
• Everyday financial and lifestyle support, including eye care and flu vouchers, savings and low-cost loan options, payroll giving to charities, and access to money advice services

Why Broadacres?

At Broadacres, you'll be part of an organisation that's ambitious for its customers, its colleagues and the communities it serves. We champion diversity and are committed to being an equal opportunities and disability confident employer. We welcome applications from all community sectors and encourage people from underrepresented groups to apply.

Our Organisation

Broadacres is a successful, innovative, not-for-profit housing association based in Northallerton, North Yorkshire. We own and manage more than 6,900 homes across various regions, providing top-tier services aimed at meeting our vision: 'to be the best rural housing association in the country'. We ensure our customers receive first-class service, making them proud to live in a Broadacres home.