Customer Engagement Specialist

Lincolnshire Housing Partnership; Grimsby; On-site; GBP 34,000 - 40,000; Full time

Job summary

An established industry player is seeking a passionate Customer Inclusion Business Partner to join their newly formed team. This role is pivotal in ensuring that customer insights shape services and policies, promoting equality, diversity, and inclusion across all initiatives. You will coordinate engagement models, analyze customer feedback, and collaborate with various stakeholders to enhance community involvement. If you are dedicated to making a difference and have a track record in customer engagement, this is a fantastic opportunity to contribute to meaningful change in the community.

Benefits

Employee wellbeing package worth up to £1200 annually

Health benefits

Family leave and maternity policies

Cycle-to-Work Initiative

Agile working policy

Discounted shopping vouchers

Training programme for skill development

Salary sacrifice pension scheme

24 holiday days a year

Mental Health First Aiders program

Qualifications

• Proven expertise in customer influence and engagement strategies.
• Understanding of EDI best practices for diverse customer involvement.

Responsibilities

• Coordinate inclusive customer engagement models and support co-design initiatives.
• Gather and analyze customer feedback to inform service improvements.

Skills

Customer influence strategies

Co-design models

Data analysis and reporting

Building relationships

Digital engagement platforms

Knowledge of EDI best practices

Job description

Do you have experience setting up opportunities for customers to share their views and influence services?

Are you committed to engaging with a diverse range of customers and ensuring that involvement is accessible to all?"

We have a fantastic new opportunity as a Customer Inclusion Business Partner in our new formed Customer Inclusion & Insight Team. Youll receive an excellent competitive salary of £34,193.57

As our Customer Inclusion Business Partner, youll play a vital role in ensuring customer views consistently shape services, policies, and decision-making in alignment with the regulators Consumer Standards, and the Together with Tenants Charter.

Reporting into our Strategic Customer Inclusion & Insight Lead, youll be responsible for delivering inclusive engagement models, co-design initiatives, and insight-led service improvements across various channels

What benefits will I get from working for Lincolnshire Housing Partnership?

• An employee wellbeing package worth up to £1200 annually through our benefits partner Westfield
• Health
• Great family leave and maternity policies enhancing colleague well-being and retention
• A Cycle-to-Work Initiative promoting personal wellbeing and environmental awareness
• A family friendly agile working policy
• Discounted shopping vouchers through Westfield Health
• Opportunities to learn new skills and knowledge through our fantastic training programme
• A superb employer salary sacrifices pension scheme with up to 12% paid by LHP
• 24 holiday days a year (plus bank holidays) which will increase by 1 day per year for the first five years of service
• The ability to earn additional holiday days through full attendance
• Mental Health First Aiders across the business, lets be there for each other!
  
  

What are the key responsibilities as a Customer Inclusion Business Partner?

• Customer Engagement & Influence: Coordinate inclusive customer engagement models (including Scrutiny, Customer Forum, and task & finish groups) that provide meaningful opportunities for customers to influence services and policies. Facilitate and support customers to effectively engage in co-design, scrutiny, and community-based engagement initiatives. Identify and implement strategies to engage underrepresented and diverse groups, ensuring barriers to involvement are removed. Work collaboratively across the organisation to ensure customer insight is embedded in decision-making and service improvement.
• Customer Insight & Data-Informed Decision-Making: Gather, analyse, and interpret customer diversity data, feedback, and engagement insights to identify key themes and present actionable insights to improve services. Develop reports and presentations, ensuring actionable recommendations from customer influence and customer insight inform governance and service design.
• Equality, Diversity & Inclusion (EDI) in Customer Experience: Ensure inclusive and accessible involvement opportunities to create safe spaces to increase customer voice and generate meaningful insight into our customers' diverse lived experiences and needs. Promote and conduct Equality Impact Assessments (EQIAs) on customer involvement activities and policies. Promote best practices in diversity monitoring, inclusive communication, and engagement with marginalised groups to uncover customer hidden voices and look for new ways to increase the diversity of involved customers.
• Internal Collaboration: Build strong relationships with internal teams and leadership to promote LHPs commitment to customer influence and embed it into service design and policy development. Work with our Neighbourhood and ESG colleagues to deliver place-based customer engagement strategies.
• Stakeholder Engagement: Develop and maintain strong partnerships with external bodies (e.g., NHF, TPAS, regulatory agencies) and networks to stay informed on best practices and enable benchmarking. Develop relationships with community organisations, local authorities, and social impact partners to amplify customer influence in neighbourhoods and explore opportunities to improve customers' skills and employability. Assist in identifying and securing funding opportunities for community-based customer involvement projects. Measure and report on the social value generated through customer involvement activities.
• Awareness & Training: Design multichannel campaigns, promotional material, and advertisements to raise awareness of customer influence issues and activities across all levels of the organisation and in our communities. Assist the Organisational Design team in developing and delivering training for colleagues and customers on customer influence and engagement topics, ensuring they understand expectations relevant to their role.
  
  

For a full list of responsibilities please download the job description

What skills, attributes, and knowledge are essential as a Customer Inclusion Business Partner?

• Proven expertise in customer influence, including engagement strategies, co-design models, and customer-led scrutiny initiatives, with a track record of effectively supporting customers.
• Understanding of EDI best practices and the ability to ensure customer involvement is diverse and accessible.
• Experience of building relationships across departments and external organisations to embed customer influence.
• Experience in collecting, analysing, and reporting on data, and in using customer insight to inform engagement, policies, and service delivery
• Experience working within housing, community engagement, or public sector organisations.
• Experience using digital engagement platforms to enhance communications and increase customer participation.
• Knowledge of funding mechanisms for community development initiatives.
  
  

What is Lincolnshire Housing Partnership like to work for?

Were committed to creating great homes and strong communities. Our vision for Equality, Diversity and Inclusion is to be an open, inclusive organisation that recognises and respects all our communities and supports everyone to thrive.

Were a local housing association with our roots firmly fixed in our Grimsby and Boston communities, many of our colleagues were born in the same areas that we serve. This gives our teams an additional sense of purpose to improve the lives of our customers.

There is a strong sense of togetherness across the organisation, our culture encourages accountability, cross-departmental collaboration and we welcome the opportunity to improve through feedback.

How do I apply?

If you are passionate about equality, diversity, and inclusion and are eager to enhance the services we provide to our Lincolnshire customers, we strongly encourage you to apply. Please attach a CV and cover letter (no more than 500 words) detailing why you would be a great candidate for the role.

Offer of Employment will be subject to satisfactory reference and DBS checks