Customer Engagement Lead

The role

We have a fantastic opportunity for someone to join our Customer Voice team in the position of Customer Engagement Lead.

The Customer Engagement Lead will be responsible for leading the implementation of our newly formed Customer Voice Framework, demonstrating MTVH's commitment to embed the voice of our customers in the heart of our organisation and to listen to and act on customer feedback.

Leading a small team, the successful candidate will be the link between MTVH colleagues and involved customers, providing engaging and relevant communication to diverse audiences and making sure that MTVH are compliant with customer engagement regulations.

You will monitor the impact of engagement with residents and provide assurance reports to our Customer Council and internal teams about the impact and progress of the Customer Voice Framework.

This role will be responsible for customer involvement across MTVH and occasional travel may be required.

What you will need to succeed

We are looking for someone who is passionate about Customer Engagement with experience of delivering and promoting customer voice activities in similar organisations. The successful candidate will have:

• Excellent communication and presentation skills with experience of tailoring communications to a wide range of audiences using varied media
• Great relationship building skills, with experience of building relationships with stakeholders, customers and senior colleagues in previous roles
• Experience of effectively managing, motivating and coaching teams, ideally working with teams of volunteers, focusing them on outcomes
• Experience of working with broadly defined business plans, interpreting regulations, working with management data and using this information to create, set and work to organisational targets.
• Strong understanding of best practice in customer engagement, preferably gained in the social housing or local government sector
• Ability to demonstrate and lead a customer first approach
• Good IT skills to optimise digital engagement, communications and working in an agile way

While an excellent knowledge and experience of resident involvement, housing and the regulatory landscape is essential, to really succeed it is your values and passion that will differentiate you. At MTVH our values of Care, Dare and Collaborate run through all that we do, and we're looking for people who demonstrate these behaviours every day of the week.

We are seeking people with an ambition to do things well for our customers whilst maintaining our commercial edge. At a time of continuing change, you should be able to demonstrate the ability to adapt to the circumstances. A critical factor in this role is working with both internal and external stakeholders in response to multi- faceted resident issues you will demonstrate the ability to thrive in collaborating with others to achieve desired outcomes.

Interview Date: w/c 11th July 2022

About Us

Our organisation was built on a simple mission - to give people a safe, secure, and affordable home. That is as true today as it was in the 1950's, when our founder Molly Huggins established an organisation to provide homes for Windrush migrants in London. Our core purpose is that "everyone should have a home and the chance to live well" To fulfil this vision, we work with partners to make our neighbourhoods - new and old - sustainable and vibrant places, where our customers want to live. We put people at the heart of everything we do and to guide us in every decision we make. Through managing more than 57,000 households we work at a scale that means our actions to achieve this have real impact.

We firmly believe that by serving people better every day, we will support a healthier, better cared for, and more prosperous society in the future. Like our founders before us, we will leave a lasting legacy for future generations. Our colleagues are crucial to our success in achieving this. Therefore, we are committed to investing in colleagues and creating the opportunity for them to develop. Our working environment has been designed to be one that brings out the very best in people.

What you'll get in return

We also offer a wide range of benefits. Please take a look at our benefits document attached.

Our promise

All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation.

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.