Customer Engagement Manager

As Customer Engagement Manager, you`ll lead a dedicated team and oversee a portfolio of engagement projects that ensure our customers` voices are heard and more importantly acted upon. You`ll work collaboratively across the business to embed customer insight into decision-making, service design, and continuous improvement. From analysing feedback and complaints data to delivering inclusive engagement initiatives, your work will directly enhance customer experience. What you`ll be doing

• Designing and delivering innovative, inclusive customer engagement strategies.
• Turning customer feedback, complaints, and data into actionable service improvements.
• Championing a "you said, we did" culture across the organisation.
• Acting as a subject matter expert on engagement and consultation best practice.
• Building strong relationships with internal teams and external partners.
• Leading, coaching, and developing a high-performing team
• Ensuring engagement activity meets regulatory standards and delivers real impact
  
  Experienced in leading customer engagement or consultation programmes.
• A confident people leader who can inspire and manage a team.
• Skilled at analysing feedback and translating insight into tangible outcomes.
• A strong communicator who can influence and collaborate across teams.
• Passionate about delivering excellent customer experiences.
• Committed to inclusive engagement that reflects diverse communities., A relevant qualification (Level 4 or equivalent experience) is essential, and experience within housing or a regulated environment would be a plus.
  
  We are GSA, we provide affordable homes and services that create a foundation from which people in our communities can thrive.
We own and manage 25,000 homes in diverse communities across the West Midlands and Southwest. Everyone deserves a home, it`s a place from which we build our future, we thrive at home. We are proud to play an active role in dealing with the consequences of the housing crisis, by providing affordable homes for people in our communities who need them most. Often a home is all someone needs, but when our customers need more, we offer a range of services, including care, money advice and coaching to support them. We also provide care and support to some of the most vulnerable people in society. This includes support for people who are homeless, experiencing domestic violence or are part of the criminal justice system. The GSA Way We know that how we do things is just as important as what we do. To help us make a difference, together, we created the GSA Way. A culture we commit to, aspire to, and live and breathe. Commitments and behaviours which together make our organisation what it is. Our five core commitments are:
• We believe our customer is everything
  
  In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes:
• 25 days annual holiday entitlement
• A defined contribution pension scheme.
• Trust based flexible working and a Confidential Employee Assistance Programme (EAP).
• Two days paid volunteering leave per year
• Buying and selling of annual leave
• Opt-in health cash plan with cover on eye test and glasses, Dental, therapy and much more!