Yorkshire Housing are recruiting for a curious Customer Insight and Engagement Advisor to join our Customer Insight and Engagement team engaging our customers around the Yorkshire region.
About Yorkshire Housing
Yorkshire Housing is a dynamic Social Housing provider and is a market leader as one of the largest home builders in Yorkshire. We look after nearly 20,000 homes and we always strive to offer a great customer experience. We want our customers to be proud of the homes we provide and our ambitious growth plans are to invest £1.6billion and build 8000 homes by 2030. Our success is dependent on our people who are curious and able to think differently along with making things happen with impact for our customers and our business.
As a Customer Insight and Engagement Advisor you will develop Yorkshire Housing’s approach to customer insight and engagement along with delivering tangible improvements in service delivery, ultimately creating a positive impact on our customers lives. You will drive forward Yorkshire Housing’s response to the Housing Green Paper and our approach to Together with Tenants, enabling a stronger collective voice for all of our customers and developing a platform of effective scrutiny.
What will I be doing?
Maintaining and promoting the customer voice panel, and other methods of engagement, ensuring that that insight gained into services is robust and persuasive.
Reporting directly into the customer services committee on involvement and engagement activities.
Progressing the development of the National Housing Federations Together with Tenants charter across all Yorkshire Housing regions ensuring that all customer groups are fairly represented.
Developing and maintaining customer scrutiny of the Yorkshire Housing charter and regional standards to achieve the aims of Together with Tenants, ensuring that feedback is utilised to improve services.
Ensuring that feedback is targeted through customer segmentation, identifying gaps in customer groups and the best way of engaging with all groups, including utilisation of social media.
Analysing information from a variety of sources including; CRM, real time information, customer surveys, and performance management reports to provide the business with a robust understanding of customer experience, feedback and the quality of service delivery.
Designing and implementing research programmes to measure customer experience and service area performance, drawing on best practice from outside the organisation and ensuring critical insights are obtained from the customer research programme to inform business change activity.
Working collaboratively across teams to share the learning from the analysis of customer feedback, contributing to the website, marketing materials and social media.
Attending regular networking events and keeping informed with best practice in customer involvement by acting as key liaison with organisations such as TPAS, CIH, HQN and the National Housing Federation.
Carry out other duties that may reasonably fall within scope.
What we are looking for?
What matters most to us is that you own the work you do to achieve impact by delivering results and creating trust with our customers. We want you to be able to do this with pride and passion for Yorkshire Housing. We also want you to have fun along the way! If you have strong analytical skills, able to engage with customers and able to build strong internal and external relationships with a variety of stakeholders, this could be the perfect opportunity!
Additional key requirements include:
Educated to GCSE level or equivalent in English and Maths
Proficient in the use of ICT Systems and Microsoft packages
Experience engaging with customers through a variety of methods
Strong ability to analyse qualitative and quantitative data.
Experience of working with TPAS and their tenant engagement standards to develop customer engagement activities
Experience of working collaboratively across business teams and utilising data and insight to embed service improvements.
What can you expect from Yorkshire Housing?
We offer a salary of £29,534 per annum for a 35 hour week, 25 days annual leave (raising annually to 30 days) plus Bank Holidays. We also have a reward package to suit everyone – from a variety of retail discounts to a contributory pension scheme where we will match your contributions up to 9%.
So if you want to be part of the team that makes a real positive difference every day and work for an organisation that prioritises its people and its customers then we want to hear from you!
This is a permanent, full time (35 hours per week) role. This role is fully agile with no fixed location. You will need access to a car for business purposes.
You may also be required to work outside of office hours and occasionally at weekends.
The closing date for applications will be Thursday 28 May 2020. Interviews will be held on a remote basis so you will be required to download the relevant software.
Please note if you are applying for this role internally you must inform your current line manager.
Please ensure a cover letter and all mandatory questions are completed in detail to be considered for this position.