Engagement & Quality Manager

London (Central), London (Greater)
28 May 2021
28 Jun 2021
Full Time
Organisation Type
Housing association / RP

Engagement and Quality Manager

Shepherds Bush Housing Association is an award-wining community-focussed housing association based in west London. Established by Reverend Asbridge in 1966, our vision today is as steadfast as it was then – for everybody in west London to have a safe and affordable place to call home. We’re at a thrilling time in our history, with the re-launch of our corporate strategy, major new building projects underway, and exciting plans to improve our services for residents.

Who we are looking for?

A data-driven Engagement and Quality Manager with great interpersonal skills to join our ambitious Customer Experience Team. You will have the ability to engage with internal and external stakeholders and turn the data collected into action. As the Engagement and Quality Manager you will have a passion for ensuring the voice of the customer is always heard. The successful candidate will have an analytical mind and proven experience of implementing positive changes to processes based on customers’ views.

What skills and experience you will need

We are looking for someone who has experience of working with customer data and using this to derive customer insight. We need someone who has successfully delivered service improvements to customer engagement. You will have a thorough understanding of customer engagement initiatives and an innovative approach to delivering it.

How you will fill your days

You will lead and develop our Customer Engagement Strategy across Shepherds Bush Housing Association, helping us to achieve an excellent end-to-end experience for all customers and oversee the day-to-day management of a Data Analyst team. You will be responsible for the company’s ambitious service improvement plan, utilising your leadership, innovation and insight resources to deliver 80% Customer Satisfaction, process improvements, a "you said, we did" policy, and a menu of options for customers to engage with SBHA.

 What you will get in return

  • Competitive salary of circa £45,000
  • 25 days annual leave, rising with service
  • A contributory pension scheme
  • Hybrid – office/remote approach to the working week
  • Simply Health cash plan and a choice of flexible benefits
  • Exciting opportunities for learning and career development
  • A job with social purpose
  • A great office location: a 2-minutewalk from Turnham Green Station, in the heart of leafy Chiswick, close to local shops and amenities

What you need to do now

Further information can be found in the recruitment pack. If you feel that this could be the role for you, please upload your CV and complete our short online application form, giving examples of how your skills and experience meet the job requirements.

Shepherd’s Bush Housing Group has a commitment to ensuring that equality and diversity is integrated at the core of our business and responds to the needs of our employees, workers, stakeholders and customers. By accessing, recruiting, and developing people from the widest possible talent pool, we gain an insight into different communities. This allows us to generate greater creativity in supporting the diverse needs of our customers and the community.

We are committed to equality and valuing diversity within our workforce and with the volunteers who give their time to us.  We expect everyone to understand and accept their personal responsibility to recognise and value differences and the unique contributions that people make to the way we deliver our services.

Our mission

We're much more than a landlord. We build communities by providing homes that people can afford and invest in people and places.

We have more than 5000 homes throughout west London and are building more. We've been doing this since 1968 and are a trusted part of the community.

Our mission is social heart, business head, local impact.

Social heart: Our way of working builds and strengthens communities.
Business head: Our way of working means we make a lasting return on investment.
Local impact: Our way of working responds to what's needed locally.

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