Job Title: Senior Customer Engagement Officer
Contract Type: Permanent
Salary: £42229.00 per annum (£46674.00 per annum is achieved after 12 months successful performance in the role)
Working Hours: 35 Hours per week
Working Pattern: Monday-Friday, Hybrid
Location: Speke, Liverpool
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.
The difference you’ll make as a Senior Customer Engagement Officer
To lead customer engagement activities that support Riverside's stock condition survey programme, ensuring customers are effectively engaged, and ensuring survey targets are achieved. The postholder will manage a team of customer engagement and administrative colleagues, coordinate engagement campaigns, work across departments and suppliers to remove barriers to access, and provide operational leadership for customer-facing activities that support survey delivery. Be accountable for driving improvements in access performance, customer experience and survey delivery.
About you
We are looking for someone with:
- Experience of leading or supervising a customer-facing team.
- Experience of delivering operational performance within a target-driven environment.
- Experience of driving service improvement and implementing change.
- Experience of working collaboratively across teams to achieve shared objectives.
Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
Team Leadership & Operational Management
- Lead, develop and manage a team of customer engagement and administrative colleagues.
- Set clear objectives, monitor performance and ensure resources are deployed effectively.
- Create a culture of accountability, continuous improvement and excellent customer service.
- Ensure operational processes are delivered consistently and effectively.
Resident Engagement & Access Coordination
- Lead the delivery of customer engagement activity that supports achievement of survey targets.
- Take ownership of access performance, identifying barriers and implementing solutions to improve outcomes.
- Ensure customer engagement approaches, communications and interventions are effective, consistent and responsive to customer needs.
- Act as the escalation point for complex access issues and customer concerns.
Service Improvement and Partnership Working
- Drive continuous improvement in customer engagement, access performance and customer experience.
- Work across Riverside and with external partners to remove barriers to delivery and improve programme outcomes.
- Ensure opportunities to increase access and improve efficiency are translated into operational delivery.
- Contribute to the development and implementation of new ways of working that support programme objectives
Performance and Reporting
- Monitor performance against agreed targets and implement corrective action where required.
- Use data and customer insight to inform decision-making and prioritisation.
- Produce reports and performance information for management and stakeholders
- Ensure compliance with relevant policies, procedures and data requirements
Other Information
- This role supports TRG’s commitment to inclusive and responsive service delivery.
- May require flexible working hours, including evenings and weekends.
- Will work closely with survey teams, contractors, and internal departments.
Person Specification
Knowledge, Skills and Experience
Essential
- Experience of leading or supervising a customer-facing team.
- Experience of delivering operational performance within a target-driven environment.
- Experience of driving service improvement and implementing change.
- Experience of working collaboratively across teams to achieve shared objectives.
- Experience of using performance information to drive improvement.
- Strong communication skills (written and verbal) across all levels.
- Ability to manage complaints and resolve issues proactively.
- Competent in Office 365 (letters, reports, spreadsheets).
Desirable
- Knowledge of social housing and resident engagement practices.
- Experience in coordinating property access or survey programmes.
- Understanding of GDPR and data handling protocols.
- Experience working with vulnerable or diverse communities.
- Strong track record of building and maintaining relationships, both internally and externally
