Customer Engagement Manager

A place to make a difference

Salary: £48,980 per annum

Location: Bradford/Peterborough/Burnley/Stockton/Camberley 

Permanent, 35 hours per week. 

With over 21,000 homes across the country, we’re responsible for supporting thousands of customers and their families.  

We’re proud to build positive, long-lasting relationships that go beyond housing. The work we do improves lives and creates vibrant communities where people of all backgrounds can thrive.  

If you're looking for an exciting opportunity to engage customers and drive improvements then this is the role for you as you'll be central to bringing our customers on the journey to ensure their voice is central to everything we do at Accent.

About the role  

As our Customer Engagement Manager, you'll champion a customer-first culture that aligns with Accent’s corporate objectives, ensuring we're effective in amplifying the customer voice and influence by facilitating our customer engagement groups to drive performance improvements.

You'll work closely with internal and external stakeholders to develop and manage our Customer Engagement Groups. Through strong leadership, you'll nurture, develop and maintain relationships with our engaged customers and implement scrutiny to make sure that our customers receive a high-quality service, are kept well informed and have a relationship with Accent that is based on trust and respect.

You'll help operational teams to receive and utilise feedback from customer groups, to drive strategic decision-making and prioritise initiatives that have the greatest impact on customer satisfaction and wider Tenancy Satisfaction Measures.

Salary

The spot salary for this post is £48,980 per annum for applicants who fully meet the requirements of the post. Applicants, who do not meet all the requirements of the post, will start 5% or 10% below the spot salary.    

About you 

• Lead & Manage Teams: Bring your strong leadership and management skills to guide and inspire high-performance teams in delivering excellent customer service.
• Customer-Focused Leadership: Leverage your customer service experience to understand and meet the needs of a wide range of customers, ensuring their feedback is heard and acted upon.
• Promote the Voice of the Customer: Gather valuable insights and ensure the customer’s perspective is at the centre of decision-making and service improvements.
• Effective Communication: Present key information to internal and external stakeholders, both in person and through detailed written reports.
• Support Collaboration: Prepare meeting agendas, packs, and effectively record minutes, creating action logs to drive clear outcomes and follow-up on key initiatives.
• Regulatory Knowledge: Utilise your up-to-date knowledge of the Regulator of Social Housing, housing legislation, and consumer standards to ensure compliance and drive improvements.
• Influence & Resolve: Use your strong influencing and negotiation skills to appropriately challenge and resolve issues, solving problems with a solution-oriented mindset.
• Travel as Needed: You’ll be required to have a full UK driving license and access to a vehicle for site visits and meetings as needed.

To view/download the full job description please click here. 

A place to build a future  

We have big ambitions. That means we need people who are driven to succeed and eager to grow. Here, you’ll have the opportunity to learn new skills, thrive in our collaborative environment and take your career in different directions. We also support your health and wellbeing with 28 days of holiday - plus the opportunity to purchase more - access to an online GP, gym discounts and a day to spend volunteering for a cause that matters to you.  

If you require reasonable adjustments to any part of our recruitment process, please let us know we will ensure requirements are met. 

Please don’t delay in submitting your application. Where roles are urgent or we receive a high volume of applications, we may interview and conclude the process prior to any closing date indicated.

If you have any queries about the role, please email: 

"PeopleServices@accentgroup.org". 

Please note candidates must have current eligibility to live and work in the UK, Accent do not currently hold a sponsorship license.

If you’re looking for a place you can make a positive difference to society, to our organisation and to your future, apply now.