Involvement and Communications Officer

Blackpool Coastal Housing Ltd; Lancashire; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Competitive pay

26 days annual leave plus bank hols

Local Government Pension Scheme

Wellbeing program and employee support

Staff training and development

Bike to work scheme

Cash plan for health costs

Credit Union membership

Employee assistance programme

Flu vaccinations and occupational健康

Job summary

Blackpool Coastal Housing Ltd is recruiting an Involvement and Communications Officer on a permanent basis to enhance customer involvement across the organisation and coordinate feedback into BCH. You will help ensure communications to staff and customers and support campaigns, events and scrutiny activities across services.

The role requires engagement with tenants, delivery of clear customer publications, and strong IT skills to manage content on the website, intranet and social channels.

Qualifications

• Minimum of 3 GCSEs (or equivalent) including Maths and English at grade C/4 or above.
• Understanding of the Consumer Standards for Social Housing and awareness of Housing Ombudsman responsibilities.
• Experience of working with customers and ability to manage conflict and handle difficult conversations with empathy and respect.
• Ability to undertake presentations, prioritise workload and manage time effectively; strong organisational skills.
• Excellent IT skills including Word, Excel, Access and PowerPoint; strong interpersonal skills to develop professional relationships at all levels.

Responsibilities

• Support and deliver effective customer involvement and engagement activities across BCH by coordinating feedback and communicating results to staff and customers alike.
• Coordinate BCH’s Complaint Handling process and liaise with customers who have made complaints.
• Assist with updating and monitoring website, intranet and social media content and produce publications and customer communications.
• Work with all services and managers to support BCH campaigns and events and ensure relevant audiences are informed.
• Engage with BCH involved tenants and encourage new engagement opportunities while ensuring governance and good practice in community activities.
• Support the TOWER Scrutiny Group and provide information during Scrutiny Exercises.

Skills

Customer engagement

Communication

Presentation skills

Conflict management

Empathy and customer care

Interpersonal skills

IT skills

Education

GCSEs including Maths and English

Tools

Word

Excel

Access

PowerPoint

Job description

A fantastic opportunity has arisen to join the Involvement and Communications Team as an Involvement and Communications Officer, on a permanent basis.

The role will require you to take responsibility for supporting and delivering effective customer involvement and engagement activities across the organisation, by co-ordinating all feedback received into BCH and ensuring the results are communicated with staff and customers alike.

This will include supporting BCH to be compliant with the Transparency, Influence and Accountability Consumer Standard and the Housing Ombudsman Complaint Handling Code The role will involve co-ordination of BCH’s Complaint Handling process, which will include frequent liaison with BCH customers who have made complaints.

It will also include assisting with updating and regularly monitoring the content of the website, intranet and social media channels and producing publications and customer communication content in a range of formats. You will be required to work with all services and their managers to ensure any BCH campaigns and events are fully supported by the team and that details are marketed to the relevant audience/s.

The involvement element of the role will require you to work closely with all of BCH’s involved tenants, whilst encouraging and supporting new engagement opportunities, ensuring governance and good practice in all community activities.This will include encouraging tenants to become effectively involved in all aspects of BCH’s housing services and provide support to the TOWER Scrutiny Group, including providing information during a Scrutiny Exercise.

Applicants should possess a minimum of 3 GCSEs (or equivalent) to include Maths and English at grade C/4 or above, have an understanding of the Consumer Standards for Social Housing and an awareness of the Housing Ombudsman and their role in Social Housing.

All applicants must have previous experience of working with customers and possess the ability to manage conflict and handle difficult conversations, whilst also demonstrating empathy, compassion and respect for customers.

You should also have the ability to undertake presentations, which may include large groups, be self-motivated to prioritise your workload and manage your time effectively and excellent organisational skills. Excellent IT skills including Word, Excel, Access and Powerpoint and interpersonal skills, including the ability to deal with people at all levels and to develop professional relationships are also essential.

BCH is a great place to work

We can offer you a friendly and inclusive working environment where you can develop yourself and really can make a difference to people’s lives across Blackpool.

We also offer a fantastic reward and benefits package which includes:

• Competitive rates of pay
• 26 days paid annual leave per annum, in addition to bank holidays
• Attractive and flexible membership of the Local Government Pension Scheme, with excellent employer contributions
• An in-house wellbeing program of wellbeing, social and charitable initiatives with BCH colleagues
• Vivup - the employee benefits scheme for discounts on various high street retailers and cycle to work
• Option to join BHSF - a voluntary salary sacrifice Health Cash Plan Scheme for help with medical costs such as physiotherapy, optical, osteopathy etc.
• Option to join the Blackpool, Fylde and Wyre Credit Union for preferential rates on financial services
• 24/7 Employee Assistance Programme and access to counselling services
• Enhanced maternity, paternity and adoption pay schemes
• A wide variety of training and learning and development opportunities
• Free annual flu vaccinations and Occupational Health Support

Closing Date: Sunday, 25th October 2026, Midnight

Interview Date: Tuesday, 3rd November 2026

*BCH reserves the right to close this vacancy before the specified closing date if sufficient suitable applications are received to progress to interview. Therefore, applicants are advised to apply as early as possible.