Customer Engagement and Insight Manager

Description:

Customer Engagement & Insight Manager

Full Time - Based in Northallerton - 37 hours per week

Are you passionate about putting customers at the heart of everything you do, with experience in leading meaningful customer engagement and using insight to drive real service improvements? Are you someone who can turn feedback, complaints, and compliments into actionable learning, while confidently working with senior stakeholders and external bodies to ensure compliance and best practice? If so, you may be the driven and innovative individual we're looking for, committed to delivering excellent customer experiences.
 
The Role:

As Customer Engagement and Insight Manager, you will lead the development and delivery of a meaningful and innovative customer engagement programme, ensuring customer voices shape and influence our services.

You'll be responsible for overseeing all aspects of complaints management, including performance monitoring, learning from outcomes, and ensuring compliance with the Housing Ombudsman Code. Acting as the key point of contact for the Ombudsman, you will ensure high standards and continuous improvement.

What You'll Be Doing:

Using your analytical skills, you will lead on gathering and interpreting customer feedback, including complaints and compliments, to develop rich insights. You will use this intelligence to deepen our understanding of diverse customer needs and drive improvements that enhance the overall customer experience.

What We're Looking For:

Proven experience in leading customer engagement initiatives, managing teams, and using insight to influence service improvements

Strong analytical capability, with the ability to interpret complex data and turn feedback into clear, actionable recommendations

Excellent communication and relationship-building skills, with confidence working collaboratively across teams and with external stakeholders

Strategic and innovative thinker, with a customer-focused mindset and a track record of driving positive change in a regulated environment

Qualification in a relevant professional qualifications within communications or Housing will be desireble, ideally with a CIH qualification or be working towards

What We Offer:

Competitive Salary: Alongside a generous annual leave package and flexible working options.

Comprehensive Benefits: A range of benefits, including pension and holiday buying scheme.

Agile Working: Enjoy flexible working arrangements.

Support for You: Additional perks to support your wellbeing, including our EAP service.

This role may be suitable for applicants currently working in a breath of industries Customer Engagement roles, however knowledge of Housing Ombudsmen 

Why Broadacres?

At Broadacres, we champion diversity and are committed to being an equal opportunities and disability confident employer. We welcome applications from all community sectors and encourage individuals underrepresented in our organisation to apply.

Our Organisation

Broadacres is a successful, innovative, not-for-profit housing association based in Northallerton, North Yorkshire. We own and manage more than 6,900 homes across various regions, providing top-tier services aimed at meeting our vision: ‘to be the best rural housing association in the country'. We ensure our customers receive first-class service, making them proud to live in a Broadacres' home.

Please note: This vacancy may close before the advertised closing date if sufficient suitable applications are received. We may be interviewing as applications come in, so apply early to avoid disappointment