Head of Engagement & Customer Voice
Salary: £69,000 per annum – 2024/5 pay award pending
Basis: Full Time
Type: Permanent
Location: Birmingham, B37 7YN/Hybrid

We are brave, we are ambitious, we are honest, and we are Citizen!

At Citizen, we are proud to be able to give tens of thousands of people across the West Midlands one of the most important things they will ever have – a home and a foundation for their life.

We are looking for an experienced customer experience professional. You will be part of Citizen’s wider leadership team and responsible for ensuring that the customer voice is heard.  

You will manage a team of engagement experts and our feedback and resolution team.  Supported by your colleagues across the organisation you will use customer feedback, engagement and insight to help improve what we do and how we deliver services. 

It’s all about listening to our customers and acting on what they tell us.

You will join the Customer Experience Directorate. The Directorate is growing; building on good foundations and is now driving forward with changes to really put the customer at the forefront of everything we do.

You will report directly to the Director of Customer Experience.

The role involves:

• Ensuring customers have opportunities to tell us what they think
• Building long lasting relationships with key stakeholders and partners
• Working with your colleagues to ensure that policies, strategies and service improvement is informed, understands and implements customer feedback and reviews.
• Supporting our customer assurance committee and scrutiny panel
• Driving a customer centric culture across the organisation, learning from complaints and improving how we handle customer complaints  

About you:

We are looking for someone who can bring energy and experience. To be successful in this role you must have the following skills and experience:

• Experience of working at a leadership level
• Experience of dealing with complaints in a regulated environment
• Experience of leading change and engagement with residents
• Good understanding of landlord services, Housing Ombudsman and the regulation of social housing.
• Educated to degree level or equivalent or extensive experience
• Professional housing or other relevant qualification.  

Our people are everything and we offer:

• ‘Live work better’ scheme which actively encourages work-life balance
• Annual leave of 32 days per year, plus bank holidays
• Company Pension – Citizen match up to 10%
• If part of the pension scheme you are entitled to Life cover (three times your annual salary)
• Organisational Sick Pay (benefit increases with length of service)
• EAP – a 24/7 service which gives free, confidential advice and support on a range of issues including telephone counselling
• AXA
• Medicash scheme -which includes GP Access, digital Physiotherapy app, retail vouchers and discounts, discounted gym memberships and more!
• Recognition through our Employee Excellence Awards Access to Citizen’s Wellbeing platform
• Occupational Health
• We believe everyone has something to give and encourage everyone to be the best they can be to reach their full potential with extensive learning and development opportunities  

Find out more about our benefits here: Citizen | Benefits (citizenhousing.org.uk)

Further information on our selection process and Equality and Diversity commitment can be found at www.citizenhousing.org.uk.

If this sounds like you, you’ll feel right at home at Citizen. As well as a generous benefits package, we enable all Citizen employees to achieve the best possible balance between work and personal life and provide opportunities for everyone to reach their full potential.

Being a citizen is a fundamental concept. It means being part of society, having a stake, having rights and responsibilities, and being respected, regardless of ethnicity, religion, sexuality, disability or anything else which is fundamental to who we are. We are passionate about driving forward the equality, diversity and inclusion agenda in our organisation and sector.

We adopt a proactive approach to safeguarding to ensure everyone accessing our services can do so without fear of harm, abuse or neglect. As part of our recruitment process, we carry out robust safeguarding checks.

This post is subject to a Basic DBS check (Disclosure and Barring Service).

Closing date: Friday 2nd August 2024

Interview date: To be confirmed

Interview process:

• Screening call with the recruitment team
• 1st stage: 90min face to face interview which includes a presentation
• 2nd stage: interview with senior stakeholders

Please note we will be reviewing applications throughout the campaign and may invite candidates to interview at any time. We reserve the right to close this role earlier than the published closing date should a suitable candidate be identified.