Tuesday 27th February 2024

2837 Customer Insight and Engagement Manager - Believe Housing

We’re on the lookout for a Customer Insight and Engagement Manager to join the believe housing team on a permanent basis.

Customer Insight and Engagement Manager

Believe Housing


We’re on the lookout for a Customer Insight and Engagement Manager to join the believe housing team on a permanent basis. This is an exciting opportunity if you want to make a real difference. We believe in life without barriers. If you aren’t sure you meet 100% of the criteria but think you would be great in this role, don’t let that stop you; we would love to hear from you.

We're interested in your skills, knowledge and experience, as well as your personal values. We're committed to supporting everyone here at believe housing and being an inclusive organisation. Although this role is advertised as full-time, we will consider part-time, job share and alternative working pattern proposals where possible.

We’re a family-friendly, flexible employer, and we encourage everyone to ‘work the believe way’. For us, this means keeping things simple, doing more of what matters, and removing tasks and processes that don’t add value.

Where and when you work is flexible depending on the demands of your role, our customers’ needs and your individual work preference (as agreed with your manager). Our offices are based in Seaham and Bishop Auckland and although we work flexibly, it is envisaged that this role will require both an offsite and onsite presence as per business need when required.


About the role:

The Customer Insight and Engagement Manager will lead our approach to customer feedback, ensuring that we are listening effectively to customers and bringing together all feedback to ensure the customer voice informs a great a customer experience and influence service design. Leading the Customer Insight and Engagement teams who have a critical role in terms of making sure we deal quickly and effectively with customer complaints and engagement to drive learnings and improvements.

This leadership role will ensure that we push beyond just compliance with our regulatory responsibilities around customer voice and show how this is intrinsic to everything we do.


The successful candidate will:

  • Ensure that our services meet the highest standards including complying with regulatory requirements and achieving externally verified standards for engagement and complaints.
  • Lead the development of a culture for learning from all customer feedback to highlight key issues, shape service improvements and improve customer satisfaction.
  • Develop a clear reporting framework for sharing feedback from customers to Board, Senior Leadership, our people and our customers including performance and trends in complaints analysis and a clear oversight of customer satisfaction.
  • Regularly look outside for reports and guidance on complaints and customer feedback to influence and improve our approach.
  • Produce insight on customer sentiment to track how our customers feel about believe and help us to design services based on this.
  • Develop clear reporting and presentations which bring together all feedback in a clear and simple way, tailoring this to the appropriate audience.
  • Develop great relationships across the business at all levels to ensure close working to support great complaint resolution and learning from customer feedback.


What’s on offer?

Our people are our greatest asset which is why we value you, encourage you, look after you, and empower you. As well as a competitive salary of £56,342 per annum some of our top benefits and rewards include:

  • 31-33 days of annual leave
  • working the believe way allows us to be more agile in the ways we work and creates a great work-life balance
  • believe housing is committed to providing a first class pension offer with employer contributions into the local government pension scheme (LGPS), which is currently equivalent to 27.1% of your gross salary
  • up to four days paid volunteering leave each year.


apply now If you believe that you demonstrate our values and can bring something special to this role, then apply now.

We're looking forward to hearing from you. Here at believe housing we are a disability confident employer, if you require any adjustments or support throughout our recruitment process, please do not hesitate to get in touch.

If you wish to find out more about this opportunity contact Simon Whitaker, Assistant Director of Strategy and Insight at [email protected]

Click here for further information

  • Location Seaham or Bishop Auckland
  • Salary £56342
  • Close Date 17/03/2024
  • Contact Name Simon Whitaker
  • Contact Details 03001311999
  • Job Type Full Time

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