Customer Voice and Engagement Manager

Contract

Terms:

35 hours per week (full time), Permanent

Salary: £56,536-£59,896, Grade D3-D1 (Salary placing will normally be at the first point of the scale)

Location: Inverness or Invergordon with hybrid working (weekly attendance to the office will be required)

Closing Date: Wednesday, 29th July 2026, 5pm

Interview Date: W/C 10th August 2026

About the Role

This is an exciting opportunity to play a key role in how we understand and engage with our customers across Albyn.

You will be the driving force behind our customer voice, making sure we don’t just listen - but act. From feedback and complaints insight to tenant participation and engagement, you will ensure customer experience shapes the way we deliver services every day and supports continuous improvement.

Leading a multi-disciplinary team covering customer involvement, customer insight, business services and marketing & communications, you will create a culture of customer focus, accountability and continuous improvement.

Working across Albyn Housing Society and Highland Residential, you will collaborate with colleagues at all levels - bringing together insight, communications and engagement to improve services and strengthen our reputation.

No two days will be the same. One day you might be analysing trends in customer feedback, the next shaping a new campaign or working with colleagues to redesign a service based on what customers have told us.

• Has experience in customer engagement, customer experience, communications or marketing - ideally in housing or another regulated service
• Understands how to turn customer feedback and complaints insight into meaningful service improvement
• Can develop and deliver engaging communications strategies and campaigns across a range of channels
• Has experience leading people and working collaboratively across teams to deliver change
• Is confident influencing others and championing the customer voice at all levels
• Communicates clearly and confidently, whether that’s with customers, colleagues, or senior leaders
• Enjoys working with data and insight to tell a story and drive change

Albyn Housing Society is a progressive organisation with a commitment to providing high-quality, affordable homes across the Highlands. We are proud of our customer-first approach and are always looking for innovative ways to deliver value for money. Our values - Being Adaptable, Being Caring and Being Professional - are at the heart of everything we do. As our Customer Voice and Engagement Manager, you will help bring those values to life through how we listen, engage, communicate and continuously improve.

• 28 days annual leave entitlement plus 12 days business/public holidays
• Development and training opportunities
• Day one sick pay
• Company pension scheme
• Access to an employee assistance program available 24/7
• Family friendly policies