Customer Engagement Executive

Community Investment & Engagement Team

N/A

37 (Fixed Term for 12 Months)

The Community Investment Team leads the development and delivery of our community investment programmes, to achieve our corporate plan and create social impact for our customers and their communities. The programmes are delivered through collaboration with external stakeholders, commissioned projects and in-house delivery.

The Customer Engagement Team leads the development and delivery of customer engagement programmes and delivery of the Group’s Customer Engagement Strategy, ensuring customer voice is at the heart of our decision making.

The Service Improvement Team provides the Customer Insight Directorate with central co-ordination of process compliance, performance data and analysis, and continuous improvement activity.

The role holder is responsible for designing and delivering effective customer involvement and engagement activities, including collection and evaluation of customer feedback data.

• The role holder will work closely with the Manager – Customer Engagement, to deliver the business’ approach to customer engagement, specifically the delivery of the annual customer engagement plan.
• The role holder is required to work with colleagues across Customer Insight and the wider business, to design and deliver customer engagement activities and provide feedback to inform the development of policies, processes, and service improvements.
• Externally, the role holder is required to work in collaboration with a range of stakeholders, including customers, local authorities, 3rd party agencies and other key partners, to develop and implement customer engagement activities and ensure effective representation.
• Delivery of individual customer engagement activities and initiatives, as identified through the Customer Engagement Plan - incl, planning and logistics.
• Production of written reports following each engagement activity, incl. analysis and summary of the feedback received, providing insight to the relevant team/manager.
• Collection and evaluation of customer feedback, providing this to relevant colleagues to inform improvement plans.
• Support the Manager – Customer Engagement to oversee and support the Customer Scrutiny Panel (QuIP), to agree and deliver an annual programme of scrutiny and assurance, including production of QuIP Review reports and action plans.
• Support with establishment of local residents’ associations, encouraging participation and providing training to residents where required.
• Maintain accurate customer records of all customer involvement and activities, including individual customer details as required.
• Record all one-to-one customer conversations or interactions on the customer dashboard.
• Identify opportunities to improve the processes and/or increase customer representation, and feed these to the Manager - Customer Engagement
• Complete any other tasks as commensurate with the level and nature of the post as delegated by the role’s line manager.

• Individual customer involvement & engagement activities are representative of the intended customer base.
• Feedback and analysis from customer engagement activities is presented in a format which provides clear and actionable insight, to inform decisions about business services or processes.
• Innovative engagement methods are identified and used to increase the number of customers we engage with.

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