Head of Customer and Community Engagement

A place to make a difference

Salary: £61,847 per annum

Location: Bradford/Peterborough/Burnley/Stockton/Camberley

Permanent, 35 hours per week.

With over 21,000 homes across the country, we’re responsible for supporting thousands of customers and their families. We’re proud to build positive, long-lasting relationships that go beyond housing. The work we do improves lives and creates vibrant communities where people of all backgrounds can thrive.

If you're looking for an exciting role that will have a positive impact on our customers and communities then this is the role for you.

About The Role

As our Head of Customer and Community Engagement, you'll champion a customer-first culture that aligns with Accent’s corporate objectives, ensuring we're effective in amplifying the customer voice and influence by facilitating our customer engagement groups to drive performance improvements.

You'll be responsible for ensuring that we deliver and evidence social value activities through an aims led community development service and support our vulnerable customers through an effective Inclusion service. Your role will involve fostering solid internal relationships, ensuring continuous service improvement, and leading efforts to exceed customer expectations. You'll work closely with internal and external stakeholders to embed and oversee our Customer Engagement Groups.

By being a strong role model for our values, you will positively influence our teams to innovate and meet challenges with creativity and resilience and you'll nurture, develop and maintain relationships with our engaged customers and implement scrutiny to make sure that our customers receive a high-quality service, are kept well informed and have a relationship with Accent that is based on trust and respect.

Salary

The spot salary for this post is £61,847 per annum for applicants who fully meet the requirements of the post. Applicants, who do not meet all the requirements of the post, will start 5% or 10% below the spot salary.

About You

• Proven leadership experience: You’ll have a track record of successfully managing teams and motivating others to meet customer service goals in a dynamic and diverse environment.
• Customer-centric mindset: Experience working in customer service roles, with the ability to understand and meet the needs of a wide range of customers, is key to this role. You’ll be responsible for promoting the voice of the customer and ensuring that their feedback drives improvements.
• Strong report writing and presentation skills: You will bring clarity and precision to your reporting, presenting findings in a way that influences change across our organisation.
• Regulatory knowledge: A strong understanding of the Regulator of Social Housing and housing legislation will be essential, ensuring compliance with all consumer standards and regulations.
• Influencing and negotiation skills: You’ll be confident in providing appropriate challenge and resolving conflicts, using your strong problem-solving abilities to address issues effectively.
• Leadership in engagement: You’ll lead formal customer engagement forums, creating a space for open discussion and the development of meaningful relationships with our customers.
• Social value outcomes: Your role will also involve delivering tangible outcomes for our communities, helping us make a real impact on the lives of those we serve.
• Full UK driving licence and access to a vehicle for travel, as required, to support your work in the field.

If you require reasonable adjustments to any part of our recruitment process, please let us know we will ensure requirements are met.

Please don’t delay in submitting your application. Where roles are urgent or we receive a high volume of applications, we may interview and conclude the process prior to any closing date indicated.

If you have any queries about the role, please email: PeopleServices@accentgroup.org.

Please note candidates must have current eligibility to live and work in the UK, Accent do not currently hold a sponsorship license.

If you’re looking for a place you can make a positive difference to society, to our organisation and to your future, apply now.