Customer & Community Engagement Officer

Overview

Title:

Customer & Community Engagement Officer

Requisition

We are offering a permanent position covering a large patch including Leeming, Whitby, Northallerton and Catterick. A full driving license is essential.

Hours of work: 37.5 hours per week

Join our Regional Accommodation Maintenance Service (RAMS) contracts as part of the MOD's Future Defence Infrastructure Services (FDIS) covering Leeming and Whitby. The Customer & Community Engagement Officer plays an important part in being a positive ambassador for Amey with families, stakeholder groups and the community. The key mission is to develop a cohesive and collaborative relationship with stakeholders, including Unit Welfare Officers, Station Community Support Officers, Service Welfare staff, Families Federations, Occupancy Groups and DIO staff to develop local priorities.

What You Will Do

• Establish and develop regular Housing Surgeries at each site, ensuring that Pinnacle Housing Officers and Occupancy Groups are engaged to support the surgeries.
• Act as the first point of contact for Amey relating to family issues with both customers and DIO staff, referring and escalating issues as appropriate.
• Develop a community engagement program and local impact plan to identify and address issues that impact the lived experience and secure community involvement in the design and delivery of community engagement activity.
• Play an active role in capturing performance and customer satisfaction information, analysing customer feedback, and recommending service improvement initiatives.
• Support supply chain operatives to ensure families are kept informed of complex repairs or changes to the plan. Take photographs of SFA prior to move-in and upload them to the customer portal.
• Coordinate the activity of the Estate Custodian to ensure the Estate is managed in line with contractual obligations and properties meet the move-in standard.

What You Will Bring

• Ideally some experience of managing properties through the occupancy cycle.
• Management of operational delivery of Housing Specific Task Schedule, collaborating with Supply Chains to achieve KPIs, negotiating and influencing stakeholders to agree on property requirements.
• Strong Customer Services experience with a passion to work collaboratively with all stakeholders to drive up customer satisfaction.
• Ideally experience of administration with IT knowledge and databases.

We welcome applications from a diverse range of candidates. If you have most but not all these skills and experiences, we encourage you to apply, as we may be able to offer development or training to support you.

Please note this role will undergo full Security Clearance.

Why join Amey?

At Amey, we work on long-term stable contracts so you can plan a long-term career with us. We have been awarded Platinum status by Investors in People which underscores our commitment to supporting our people across every part of our organisation, enabling them to shine. Whether you are starting your career, returning to the workplace or can bring your professional expertise and skills, there is a place for you here.

Our benefits are designed to help you thrive at work and in your home life. You will have the flexibility to choose benefits and development opportunities that are best for you.

• Remuneration - Enjoy a competitive annual salary with the potential for yearly reviews to ensure you’re rewarded for your contributions
• Career Growth:
  Shine in your career with advancement opportunities
• Training Opportunities:
  Unlock your potential with comprehensive training, including fully funded leadership programs tailored to your personal growth
• Holidays - Enjoy at least 14 days of holiday plus bank holidays, and the opportunity to buy further days
• Pension - Generous pension scheme, with extra contributions from Amey
• Flexible benefits – Customise your benefits with options such as insurance benefits, Cycle2
  
  Work scheme and access to discounted gym membership
• Exclusive Discounts - Access our online portal with discounts from leading retailers, healthcare services, and more, helping you save on the things that matter
• Give Back to community - Two Social Impact Days each year, for…