Customer Engagement Officer

Job Title: Customer Engagement Officer

Overall Purpose of Job

To promote, sustain and grow Customer Engagement opportunities. To offer appropriate support to Ongo Homes recognised resident and community groups, empowering them to shape services, influence decisions and make a positive difference to Ongo Homes and the communities.

• Permanent position £ 28,908 p.a.
• Mon-Fri
• 30 days annual leave
• Health Scheme
• Pension
• Training and development

Main Responsibilities

• Promote and advocate Customer Engagement opportunities throughout the region
• Provide a customer focused, front line Customer Engagement service, providing a wide range of advice and information
• Identify, develop and initiate differing methods of engaging with customers
• Capture market intelligence (i.e. what customers are telling us) and use this information to shape future service delivery
• Work with and advise staff colleagues with reference to the requirements of resident and community groups
• Initiate, facilitate and Chair a variety of meetings with customers and stakeholders
• Pro-actively support newly formed Ongo recognised resident and community groups
• Assist resident and community groups in the development and adoption of constitutions and policies
• Identify funding streams available to resident and community groups and offer appropriate support for the submission of funding applications
• Undertake surveys and monitoring to identify that resident and community groups are aligned to their purpose and are adding value to their communities
• Provide appropriate support to volunteers so they can feed through their views and influence change
• Advise volunteers of consultation techniques that can be used to identify local projects, promote the benefits of and utilise technology, to inform, engage and consult
• Identify training available for volunteers and facilitate training needs
• Establish networking contacts, sign-posting customers to relevant service areas and external agencies that can be of assistance to them
• Liaise with stakeholders to ensure effective multi-agency approaches are used to help resident and community groups  initiate change within their local neighbourhoods
• Maintain all manual and computerised records regarding Customer Engagement activity
• Prepare and present clear and concise reports on Customer Engagement activities
• Ensure that the postholder’s attitude to the public is maintained to the highest possible standard in accordance with ongo values, policies and procedures

Knowledge, Skill & Experience Required

• Experience of working with voluntary groups
• Knowledge of committee procedures
• ICT literate
• Ability to use initiative and creativity to tailor engagement methods to the need of the local community
• Knowledge of the different ways in which communities can be engaged
• Ability to prepare documentation and present complex information to a wide ranging audience
• Ability to use persuasion and influencing skills
• Resourceful and able to think laterally
• Knowledge of funding streams available to voluntary groups
• An understanding and commitment to equal opportunities
• Good oral and written communication skills including the ability to use Plain English
• Experience of dealing with the public
• Able to deal assertively with challenging behaviours
• Knowledge of legislation & guidance relating to resident involvement
• Knowledge of community development issues
• Ability to engage and develop voluntary groups within the community

Experience of  multi-agency working

CLOSING DATE FOR APPLICATIONS – SUNDAY 10 MARCH