Customer Engagement Officer

Tuath Housing Association; Dublin; On-site; EUR 40,000 - 50,000; Full time

Job summary

A housing support organization seeks a Customer Engagement Officer in Dublin. This full-time role involves enhancing community engagement through feedback and partnership initiatives. Ideal candidates will have a strong background in customer service and community development, promoting effective communication and continuous improvement.

Qualifications

• Experience in delivering customer-focused services.
• Strong understanding of community engagement.
• Ability to manage external partnerships.

Responsibilities

• Support the delivery of the Customer Engagement Strategy.
• Promote customer engagement for outcome-focused services.
• Coordinate with internal departments for unified customer engagement.

Skills

Customer engagement principles

Communication skills

Data analysis

Networking

Job description

Job Description: Customer Engagement Officer

Responsible To: Customer Engagement Team Leader

Location: Dublin

Contract: Full Time Permanent

As a Customer Engagement Officer, you will work alongside your colleagues to ensure that our customer's voice is heard and incorporated into ongoing service improvements at Tuath.

You will collaborate with the Customer Engagement Team Leader to deliver our Customer Engagement Strategy 2022-2025, ensuring high standards of integrity and professionalism. Your role includes supporting initiatives and operational service improvements, and ensuring the correct application of customer engagement policies and procedures.

This role involves working across all localities with Community Engagement Officers to deliver community engagement activities, co-production opportunities, and engaging with priority groups, community, and agency partners to enhance our service offerings.

The following responsibilities are typical for this role, but not exhaustive. You may be expected to undertake other duties of a similar nature and level, with objectives and KPIs set annually based on organizational needs.

Key Responsibilities (Functional):

1. Support the delivery of the existing Customer Engagement Strategy and the development of Tuath's new Customer Service Strategy and Service Standards.
2. Promote customer engagement to deliver outcome-focused services.
3. Support service improvements through customer feedback, insights, and intelligence, including facilitating focus groups and forums.
4. Ensure effective consultation with customers and stakeholders, promoting participation, influence, and scrutiny.
5. Plan and organize customer engagement activities in collaboration with colleagues and customers.
6. Coordinate with internal departments for a unified approach to customer engagement.
7. Develop and implement mystery shopping and customer-led inspections, researching innovative engagement approaches.
8. Provide data and statistics on engagement activities as required.
9. Communicate engagement activities effectively through various channels, including social media, newsletters, and meetings.
10. Support colleagues in organizing customer events and initiatives.
11. Collaborate with external stakeholders such as community groups and local authorities.
12. Identify funding opportunities and manage grant applications for community development projects.
13. Research, develop, and deliver training related to customer engagement.
14. Prepare tenders, proposals, reports, and recommendations.
15. Represent Tuath Housing at conferences and network events related to housing and customer engagement.
16. Maintain and update Tuath's website and social media with engagement information, and contribute to publications and reports.
17. Support residents in personal development goals and coordinate referrals to support services.
18. Embed a resident-focused approach into service delivery, acting on feedback and satisfaction data.
19. Enhance the overall customer experience through improved engagement and communication strategies.
20. Foster a culture of continuous improvement using insights from feedback and data.

Key Responsibilities (Organizational):

1. Contribute to operational planning.
2. Maintain professional knowledge and support colleagues.
3. Provide data and testimonials for annual reports.
4. Promote effective communication, excellent customer service, and continuous improvement.
5. Develop strong networks and relationships to ensure service excellence.
6. Support resident planning and delivery in education, employment, digital inclusion, and wellbeing.
7. Manage internal and external referral pathways.
8. Assist with accessing bursaries and funds via the Tuath Foundation.
9. Analyze resident satisfaction surveys and complaints.
10. Develop and implement customer experience improvements.
11. Use feedback and data to inform service planning and design.

Health and Safety Responsibilities

1. Conduct activities safely, adhering to the Association's Health and Safety Policy.
2. Ensure risk assessments are in place and colleagues are aware of safety instructions and PPE requirements.
3. Make team members aware of role-related risks and ensure safety procedures are followed.