Customer Voice and Involvement Officer

CCHA is committed to being a listening organisation where tenants’ voices actively shape the way we design, deliver and improve our services. The Customer voice and Involvement Officer plays a key role in delivering meaningful tenant engagement, ensuring that all customers have accessible opportunities to influence decision‑making and drive continuous improvement.

This role champions a co‑production approach, working collaboratively with tenants, colleagues and partners to ensure services are designed with, not just for, the communities we serve. You will lead the delivery of a wide range of tenant involvement opportunities, ensuring that feedback is diverse, representative, and translates into tangible service improvements.

This role will ensure that tenants and residents have a voice and that opportunities to influence our services are open and accessible.

The Customer Voice and Involvement Officer will provide advice, guidance and expertise on tenant involvement to operational management team, managers and other key staff, and to promote the importance of involving and listening to our tenants and residents in all that we do.

This role sits at the heart of our customer experience function, supporting the delivery of high-quality, inclusive tenant involvement across the organisation. Working closely with the Customer Voice and Involvement Business Partner and Customer Experience Manager, you will help ensure that tenant voice is embedded within operational service delivery and improvement activity.

You will act as a key connector between tenants and services—ensuring that feedback is not only heard but acted upon. By building strong relationships with colleagues across teams, you will support a consistent and coordinated approach to engagement, helping services to better understand customer needs, improve accessibility, and deliver better outcomes.

At CCHA, values and diverse thinking as just as sought after as technical skills and qualifications. Our values are embedded throughout the organisation. They set out how we work together and how decisions are made. Here at CCHA we live our values by being:

• Caring
• Respectful
• Trusting and Trustworthy
• Honest
• Brave
• Yourself