Customer and Community Engagement Officer

Requisition

We are excited to offer a fantastic opportunity for a Permanent Customer & Community Engagement Officer to join our Regional Accommodation Maintenance Service (RAMS) contracts as part of the MOD's Future Defence Infrastructure Services (FDIS) covering MOD Donnington, Telford, West Midlands.
Driving License Essential

HOURS OF WORK: 37.5 Monday to Friday

Join our vibrant, inclusive community in Complex Facilities being a positive ambassador for Amey with families, stakeholder groups and the Community. Key mission will be to develop a cohesive and collaborative relationship with stakeholders including Unit Welfare Officers, Station Community Support Officer, Service Welfare staff, Families Federations, Occupancy Groups and DIO staff to develop local priorities.

What you will do:

• Building effective, collaborative relationships between supply chain staff, National Accommodation Management Service (NAMS) Pinnacle Housing Officers (HO), Defence Infrastructure Organisation staff (DIO) and military stakeholders to improve the lived experience of Service Families.
• Act as 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 to the customer portal – DONE BY VOID officers
• 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 makes this role unique is that CCEOs will ensure their site achieves Amey Infrastructure contractual outputs, remain safe and compliant whilst remaining customer focussed.

What you will bring:

• A strong customer service background and can think on your feet.
• The ability to apply logic, understanding and empathy when supporting our families.
• A strong desire to not only help the families we support but look for ideas to enhance their communities and homes.

Experience of managing properties through the occupancy cycle to include:

• Management of operational delivery of Housing Specific Task Schedule
• Collaborating with Supply Chains to achieve KPIs
• Negotiating and influencing stakeholders to agree property requirements.
• Customer focussed with a passion to work collaboratively with all stakeholders to drive up customer satisfaction
• Chartered Institute of Housing L3 Certificate or equivalent
• Management level qualification in H&S and Environment (e.g. SMSTS)

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 24 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…