Customer Experience and Social Value Manager

Customer Experience and Social Value Manager
To support the company in delivering exceptional Customer Experiences to social housing communities including the development of Social Value programmes, employment and skills opportunities and sustainable business practices.
Responsibilities
* Engaging with our customers to understand their Social Value drivers and the needs of the communities they serve.
* Engender a positive culture towards Social Value within the business to ensure delivery is supported by operational teams.
* Supporting the design and delivery of Social Value programmes and activities to meet our contractual obligations.
* Produce accurate and agreed business cases for proposed initiatives with clear costings and value for money analysis.
* Setting targets, measures, and reporting (financial and non-financial) on the impact created by the Social Value programmes.
* Identifying and measuring Social Value KPIs and processes to monitor delivery and trends.
* Engaging with external bodies (e.g. schools and colleges) to create employment opportunities, through work placement, apprenticeships, and skills training etc.
* Engaging with community groups to understand their needs and ideas for Social Value initiatives, including health and wellbeing, inclusion, life skills, and education, construction and property maintenance skills training and employment opportunities etc.
* Working with internal and external stakeholders (e.g. other framework contractors) to ensure a collaborative approach.
* Overseeing the wider customer care function in support of operational teams.
* Create and maintain a library of case studies for all Social Value and employment initiatives and provide information for bids etc.
* Develop the company’s approach to employee participation in volunteering projects supporting their communities and company sponsorship of local charities and community groups etc.
* Be a champion within the business for Equality, Diversity, Safeguarding and Sustainability ; monitor and manage the company’s CSR policy.
* Performing any other adhoc Social Value duties as required – it is envisaged that the role and its responsibilities are expected to evolve over time