Customer Experience and Insight Officer

at  Regenda Group

• Annual salary of £39,900 (FTE)
• Permanent role
• Full-time (35 hours / Mon - Fri), part-time and flexible working patterns available
• Liverpool city centre office base, hybrid working
  Proposed Interview Date: Tuesday 7th May 2024

THE RIGHT FIT

• We’re seeking a dynamic individual to join our team.
• You’ll play a key role engaging with customers and working with teams to make a positive impact on the services we provide.
• You’ll have a proven record in improving the customer experience, with strong analytical skills to extract actionable insights from customer feedback.
• You will demonstrate excellent interpersonal and communication skills, with the ability to build strong relationships at all levels.
• You will have a passion for making a positive difference, empowering communities and promoting customer engagement.

WHO WE ARE

We regenerate places and work with people to create the opportunities they need to thrive. Affordable housing is our starting point, but we are a dynamic group of organisations doing very different things. We work in places where we can make a difference and operate across the housing and construction sector, in care and support, and in education, training and careers.
The Regenda Group is made up of Regenda Homes and its wholly owned subsidiaries M&Y Maintenance and Construction, Redwing, Ecogee, Petrus, The Learning Foundry, Positive Footprints, Centre 56 and the National Communities Resource Centre.

The purpose of this role is to take a lead role in the design and delivery of customer engagement mechanisms, utilising data and feedback to optimise the customer experience, realise efficiencies and identify opportunities for improvement.
You will support the delivery of our Customer Centric and Involvement Strategies ensuring we put the needs of customers first. Working closely with other members of the Business Transformation Team, you will ensure we best understand customer needs and meet regulatory requirements.
This role will be key to analysing and understanding compliments, comments and complaints trends and support the submission of timely, accurate and robust information to the Housing Ombudsman Service, working with customers to understand where we can improve.
You will take a lead role in the delivery and implementation of our customer engagement and empowerment activities, ensuring that the customer voice is integral to shaping service delivery.