Engagement & Satisfaction Coordinator

Description:

We are Hestia. We make a difference.

At Hestia, we live by our values and are committed to a more equitable, diverse, and inclusive organisation that provides a variety of services such as Domestic Abuse, Modern Slavery, Mental Health & Complex Needs and Criminal Justice. We are committed to empower people to rebuild their lives and regain independence. 

The service you will work in….

At Hestia we believe our Service users have lived experience and insights, talents and strengths which enrich our services. Hestia's Volunteering team, work alongside people who use Hestia's services, staff teams and volunteers to collaborate together and empower people to take control of their recovery journey.

Opportunities are created for Service users to share their experiences and to ensure that they are listened to and can therefore help us design and deliver services which are centred on what people really need. It gives people new skills and confidence through various personal and learning development opportunities to support achieving individual's aspirations. Hestia is an award-winning accredited organisation, who has received their third renewal of Investors in Volunteering Accreditation.  

A day in this role looks like….

As an Engagement & Satisfaction Coordinator at Hestia, you will play a crucial role in our Volunteering and Coproduction Service. Your contributions will directly influence the lives of our service users, guiding them towards a path of empowerment and independence.

A day will never look the same and some of the things you can expect to do/be responsible for are:

To design and coordinate a range of activities through which Hestia centrally gathers feedback from service users on the quality and experience of using Hestia's services. This includes mechanisms such as satisfaction surveys, exit interviews, consultations, focus groups, suggestions and complaints.

To recruit, induct, support and supervise a large team of volunteers to support in service user feedback and insights.

To inspire and motivate service users to be involved in cofacilitating and volunteering their time coordinating focus groups, service visits and forums to gather feedback from others. In addition to provide a phone service for service users to provide their feedback and experience.

To create strong working relationship with services at all levels.

To review feedback and identify emerging trends and make recommendations alongside the Coproduction Manager and Head of Volunteering.

To lead on annual satisfaction survey for 1200+ service users and collate survey results and insight gathered and write reports.

To write reports and presentations providing insights of feedback gathered alongside team of volunteers and service users.

Acquire knowledge of and follow legislation, policies and procedures and sector best practice.

To manage complaints inbox and ensure that relevant managers are responding to complaints in a timely manner in line with Hestia's policies and procedures.

To manage suggestions and compliment inbox.

Why Hestia?

Joining Hestia means more than just a job; it's an opportunity to be part of something bigger. We offer a supportive, inclusive and resolution driven work environment where your contributions are recognised and valued. As a member of our team, you will have the chance to grow both personally and professionally while making a lasting impact on the lives of those we serve.

We are looking for candidates who bring a combination of passion, expertise, and dedication to the table. To excel in this role, you should possess:

Excellent organisational and project management skills.

Ability to provide guidance and support to volunteers, peers and service users in a professional and empowering way.

Experience of recruiting and supervising volunteers.

Ability to make presentation and reports and engage a wide range of audiences.

Excellent IT knowledge of MS Office (Word, PowerPoint, Excel, Access) and Outlook.

Good knowledge and awareness of cultural, social and health issues relevant to Hestia's service users.

Able to build relationships and work jointly with a range of Hestia departments and operational services.

Knowledge and understanding of safeguarding issues and ability to address them appropriately.

Our commitment to Equality, Diversity, and Inclusion

Our services users come from all walks of life and so do we. We hire great people from a wide variety of backgrounds because it makes us stronger. We are committed to creating and maintaining a diverse and inclusive workforce and value the skills, abilities, talent and experiences, different people and communities bring to our organisation.

We are a disability confident employer…

Hestia is a disability confident employer, committed to the employment and career development of individual with disabilities. As part of this commitment, we operate a guaranteed interview scheme for all applicants with disabilities who meet the minimum criteria for the role they have applied for. We will also accommodate reasonable adjustment during the selection and interview process and throughout your employment with us