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Customer Engagement Specialist

Accent Group
Flexible location/agile working with option to work from regional offices
£35,873 per annum
Closing date
10 Jul 2022
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Job Details

Role – Customer Engagement Specialist

Who are Accent?

We own almost 20,000 houses across the North, East and South of the country and they are homes to over 35,000 of our customers.

We’re not just a housing association, we actually exist to improve lives, providing people with high quality homes, affordably. Whatever their housing need, whether family, single, older or more vulnerable – our customers always come first. They are always at the very heart of our business, and we demonstrate this through our values.

We recognise to achieve this, we cannot do it without our employees, and we encourage employees to bring their authentic selves to work. We’re inclusive and diverse across all teams within Accent so we would welcome applications from all backgrounds.

A bit about the role and person

  • 35 hours per week, permanent
  • Hybrid working

We have an exciting opportunity to come and join us as a Customer Engagement Specialist, where you’ll be the champion for customer/resident engagement, helping to ensure their voice is amplified throughout the organisation, which is instrumental to the delivery of strategic planning and a fantastic customer experience.

You’ll consult, engage and influence to provide relevant and timely insight to help inform decision making through a high level of engagement with colleagues, customers, the Executive Team, Senior Management Team and Operational Managers as well as other corporate service providers including Finance, ICT, Assurance & Audit, and Brand & Communications.

Whilst we have key responsibilities and these can be found in the job description, there are certain things we will need from you:

  • Significant experience of undertaking customer insight, satisfaction and feedback surveys.
  • Qualitative and quantitative market research techniques, including questionnaire design and focus group moderation.
  • Ability to maintain and manage relationships from a wide cross section of stakeholders.
  • Experience of leading and coaching engaged resident/customers in areas of scrutiny and consultation.
  • Ability to influence and challenge effectively to support the best interests of resident/customers.
  • Good problem-solving and collaboration skills, to overcome barriers.
  • Ability to analyse and combine data from multiple sources.
  • Experience of designing and administering surveys and consultations through multiple communication channels.
  • Ability to elicit and interpret quantitative and qualitative customer feedback.
  • Experience of producing written report of research findings, providing information in engaging formats.
  • Excellent interpersonal skills – friendly, approachable and professional.
  • Awareness of Accent Group’s aims and purpose.
  • Highly organised, good time management and able to work on own initiative.
  • Passionate about understanding what makes customers tick and inspiring others to do the same.
  • Access to a car for work with a full, valid driving licence.



Here at Accent, we’re a keen promoter of agile/hybrid working and encourage the use of working from home, as long as we meet our customer’s needs.

We’ll provide you with the equipment and software that you’ll need for the purpose of your role however it will be your responsibility to have an appropriate space to work from as well as a suitable broadband connection/provider.

There will be an expectation for you to meet up with colleagues on site from time to time and should you wish to work occasionally from any of our regional offices, you may do so on a hot desk basis which will need to be arranged via our online booking system


The spot salary for this post is £35,873 per annum for applicants who fully meet the requirements of the post. Applicants, who do not meet all of the requirements of the post, will start 5% or 10% below the spot salary.    

What will you get from us?

In addition to a competitive salary and agile working, we also have a focus on employees’ development. We support both professional and personal development, ensuring everyone has a development plan and provide access to a wide range of internal and external learning resources.

You’ll also receive:

  • 28 days paid holiday (pro-rata) per year rising by 1 day per year up to a maximum of one working week
  • Option to purchase additional holiday of up to 2 of your working weeks (at managers discretion)
  • Employee Assistance Programme
  • A choice of salary based contributory pension schemes, each offering life assurance cover.
    • Auto enrolment – employer and employee contribution 4%
    • Pension scheme – employer contribution 18.9%, employee contribution 7.5%

If Accent sounds like an organisation you’d like to work for, one that feels great about delivering excellent services to customers, then you’ll need to apply by Sunday 10th July, with interviews expected to take place shortly after this date.


We manage and run our business in a way that we can continue to be successful and make a real difference in the communities in which we work. We put our residents at the heart of the business and strive to offer a personal, modern, better service.

Accent Group is a registered social housing provider based in Shipley, West Yorkshire. The Group provides over 20,000 homes to around 34,000 residents across the UK.

We offer an excellent benefits package including flexi-time, a salary based contributory pension scheme with generous holidays and both internal and external training opportunities.

Find Us
Charlestown House
Acorn Park Industrial Estate
West Yorkshire
BD17 7SW
United Kingdom
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