The opportunity

We’re on the hunt for a passionate and curious Customer Insight & Engagement Advisor to join our brilliant Customer Insight and Engagement Team at Yorkshire Housing on a 12-month fixed-term contract.

What we’re all about 

You might think of Yorkshire Housing as ‘just’ a housing provider. We own and manage nearly 20,000 homes (and counting) across Yorkshire and our mission is to make it possible for current and future customers to have a place they’re proud to call home. We’re all about the customer, and our service doesn’t stop once the keys are in the door.

As a key part of our passionate Customer Insight and Engagement team, you’ll play a crucial role in this mission by amplifying the customer voice. You’ll bring fresh ideas about how to develop Yorkshire Housing’s approach to customer insight and engagement and drive forward our response to the Housing White Paper, enabling a stronger collective voice for all of our customers and developing a platform of effective scrutiny.

We’re a dynamic and innovative housing provider, and we’ve got big growth plans (8,000 more homes in the next 8 years to be exact). We need the right people in the right roles to make it happen. Are you interested yet?

What you’ll be getting up to

You’ll facilitate and support the Customer Voice and Review Committee (CVRC) to enable them to embed the customer voice in all service activities and areas.

You’ll maintain and promote other methods of engagement, ensuring that there’s representation from all customer groups across a diverse range of service areas to gain robust and persuasive insight.

You’ll update our involved customers on organisational activities and engagement opportunities through various communication methods, including the customer engagement Facebook group.

You’ll develop and maintain customer scrutiny of the Yorkshire Housing charter and regional standards to achieve the aims of Together with Tenants.

You’ll ensure that feedback is targeted through customer segmentation, identifying gaps in customer groups and the best way of engaging with all groups, including utilisation of social media.

You’ll analyse data from a variety of sources including; CRM, real-time information, customer surveys, and performance management reports to provide the business with a robust understanding of customer experience.

You’ll design and implement research programmes to measure customer experience and service area performance, drawing on external best practices and ensuring critical insights are obtained to inform business change activity.

Sounds good? Here’s what we need from you…

You’ll have experience working with customer groups using a variety of engagement methods. You’ll also have experience building strong internal and external relationships with various stakeholders.

You’ll really know your stuff when it comes to understanding the importance of effectively engaging with customers and the role it plays in our strategic objectives. You'll also be great at letting customers know how they made difference and ensuring that we have a continuous feedback loop.

You’ll be great at working to deadlines, multi-tasking and coordinating activities and events. You’ll also be skilled in using social media to engage with customers.

You’ll have some great analytical skills and won’t be afraid to ask “so what?”. You’ll have experience in interpreting data, whether quantitative or qualitative and can demonstrate confidence when presenting to a group.

You’ll be proficient in the use of ICT systems and Microsoft packages, and have a valid UK driving license and access to a car for business purposes.

What’s in it for you

In return,  we offer a salary of £30,441.10 per annum + £2,000 car allowance for a 35-hour week, 25 days annual leave (raising annually to 30 days) plus Bank Holidays. 

We also work (truly) flexibly, and believe work is something you do, not somewhere you go. When you do fancy working alongside some other fab colleagues, you can use our brand-new workspace in central Leeds, called 'The Place'. Check out our LinkedIn page for some sneak peeks. 

But that’s not all. We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we’ll match your contributions up to 9%, just to name a few. 

Our people’s health and wellbeing is one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.

The finer print

The closing date for applications will be 26/08/2022 but we might close sooner if we get lots of fab applicants, so don't wait around! We’re hoping to interview on for this role 02/09/2022. 

If you’re applying for this role internally you must inform your current line manager.

You must hold a full UK driving license and have access to a vehicle for work purposes. As this is an agile role, you will be required to travel across the Yorkshire region.