Do you have the skills to make sure customers have meaningful influence in the decisions that shape their homes and services?
As our Customer Involvement Manager , you will make sure customer involvement is a structured part of LHP's governance and decision-making. You will ensure customers are recruited, supported and developed to influence LHP's services, policies and strategic decisions, and that their contribution results in clear recommendations, actions and demonstrable change.
You will work with colleagues across LHP to ensure customer involvement is built into decision-making, so that customer lived experience is used alongside existing customer insight to help customers meaningfully shape proposals and services.. You’ll lead a small team, who will drive the delivery of the Customer Involvement Plan, promote excellence in customer engagement and co-design, and ensure all involvement activities are safe, accessible and inclusive.
Why this role matters:
At Lincolnshire Housing Partnership (LHP), we believe everyone deserves a safe, secure and supportive place to call home. A key part of achieving this is making sure our customers have genuine involvement in the decisions that affect their homes, services and communities.
This role is about creating meaningful opportunities for customers to influence how we work, ensuring their experiences help shape our services, policies and future priorities. By embedding customer involvement into decision-making, you'll help us deliver better outcomes, strengthen accountability and demonstrate that customers genuinely influence the decisions that affect them.
Why join LHP?
We’re more than a housing provider — we’re a purpose ‑ driven team that cares deeply about our customers, our communities, and each other.
Alongside a salary of £49,841 you’ll enjoy a fantastic range of benefits: -
An employee wellbeing package worth up to £1,200 per year (Westfield Health)
Enhanced family leave and maternity policies.
� Discounted shopping vouchers.
A brilliant salary sacrifices pension scheme — with up to 12% employer contribution.
32 days’ holiday (including bank holidays), increasing annually for your first five years.
Opportunities to earn extra leave for full attendance, plus buy/sell options.
Access to Mental Health First Aiders across the business.
â� You’ll also join a positive team culture where your development is a priority and your ideas are valued.
Where I’d work:
You'll have the autonomy to manage your own diary and the flexibility to work where you can be most effective. This could be from our main offices in Grimsby or Boston, one of our community hubs, at home, or another suitable location that supports the work you're delivering.
What I’d need:
The most important thing we look for is your attitude and values. We want someone who: - Builds trust through openness and accountability - Treats every customer with dignity and respect - Works collaboratively with colleagues and partners - Shows genuine empathy and understands different perspectives
It would be great if you also bring:
- Experience of customer involvement, engagement or governance within the housing sector or a related regulated field
- Knowledge of the Consumer Standards, in particular the Transparency, Influence and Accountability Standard.
- Experience of leading and developing people, with the ability to set priorities, delegate effectively and build sustainable ways of working.
- Strong governance and forward planning skills, including planning activity around decision making cycles, preparing accessible papers and recording clear recommendations and actions.
- Excellent facilitation skills, with a track record of running inclusive and accessible sessions and removing barriers to participation.
- Proven ability to influence, build and maintain positive relationships with internal and external stakeholders, including Board, leadership, colleagues and customers.
- Demonstrate excellent verbal and written communication skills, including writing in plain English for customers and writing Board level reports.
- Strong organisational and project management skills, with the ability to plan, coordinate and execute involvement plans effectively and efficiently, prioritising own and others’ work with attention to detail and management of multiple priorities and deadlines.
- What does a typical week look like ?
As a Customer Involvement Manager, your week will be varied, people ‑ focused, and full of opportunities to make a real difference.
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A typical week could involve:
- Working with service managers, governance colleagues and senior leaders to identify upcoming decisions, policy reviews and service changes where customer involvement can add value.
- Working with colleagues to understand what LHP already knows from customer insight before deciding what customer involvement is needed.
- Planning, overseeing and facilitating customer involvement activities, including meetings, workshops and consultations, ensuring customers receive accessible information, understand proposals, share their experiences and shape recommendations.
- Overseeing the promotion of customer involvement opportunities and communication of the impact of involvement to encourage broad and diverse participation.
- Developing involved customers through recruitment, induction, training and ongoing support.
- Tracking actions and commitments arising from involved customer feedback, following up with teams and demonstrating the difference customer involvement has made through "You Said, We Did" reporting.
- Producing reports and performance updates that highlight the impact of customer involvement for senior leadership teams, committees and governance groups.
- Leading and supporting a small customer involvement team, setting priorities, developing colleagues and ensuring effective delivery of key activities.
- Monitoring involved customer participation levels, diversity, and outcomes , identifying opportunities to improve engagement approaches and adopt sector best practice.
- Managing budgets and resources to ensure activities provide value for money while delivering meaningful outcomes for customers.
Please view the full job description for a full list of responsibilities
How to apply Ready to help us create places to be proud of?
Apply today by submitting your CV and a cover letter detailing why you would make an excellent candidate for this role.
Interviews will be held in person in our Grimsby office on Wednesday 16th September . We may also invite shortlisted candidates to an initial conversation via Microsoft Teams in advance of these interviews.
Finally some key Information
At Lincolnshire Housing Partnership , we’re committed to maintaining a fair, transparent, and accessible recruitment process. Upon request, reasonable adjustments will be made for all candidates.
It's important to ensure that the role you're applying for is the right fit for you. If you have any questions or need more information, please feel free to reach out to our recruitment team at [email protected] for a friendly chat
Please be aware that we may close the vacancy early if we receive a large number of applications or if there are changes in business priorities.
To be eligible for employment with us, you must reside in the UK for the entire duration of your employment. You will be required to provide evidence of your Right to Work during the recruitment process
All offers of Employment is subject to a DBS Check and Satisfactory References
