Tenant/Customer Engagement Officer

JOB DESCRIPTION

Job Title/Role

:

Customer Engagement Officer

Reports to

:

Head of Improvement

The following lists the key areas for which the role holder is responsible and accountable in the role of Director of Operations and Growth with Auckland Home Solutions CIC (‘AHS’). These are not exhaustive, and the role holder’s support is required in developing the job description and role.

Job Overview:

To ensure adherence to the standards set out by the Regulator of Social Housing (RSH) in respect of Consumer standards and perform the lead role for safeguarding within AHS.

Job Location:

Our stock is located across the whole England. The candidate can be based in any part of England and will be willing to travel throughout England when necessary. However, Candidates should be at times available to work from the AHS head office in the North-East of England when required.

Key Responsibilities

Leadership and Strategy:

• The achievement of compliance relating to governance standards in respect of Consumer Standards outlined by the RSH.
• Developing and implementing the AHS Safeguarding Policy, acting as the lead officer for safeguarding and investigating incidents reported.
• Leading on actions following inspection/self referral/audits relating to the Consumer Standard.
• Develop and implement all required policies relating to consumer engagement, complaints and representations, safeguarding, anti-social behaviour and evictions are in place and monitored on a regular basis.
• Work closely with senior management and the board of AHS, to ensure that the plans and policies in respect of consumer standards for AHS can be achieved, appropriately reported back views of customers are represented fully and that all complaints and representations are dealt with effectively and efficiently for customers.
• To maintain and manage records related to safeguarding incidents, complaints and representations are presented to the board at each AHS board meeting for scrutiny and to ensure compliance is achieved.
• To be the AHS lead manager in relation to all safeguarding issues within AHS properties and co-ordinate a response to safeguarding incidents with the Director of Operations and Growth.
• To work with the nominated AHS board member lead for safeguarding and the Director of Operations and Growth to ensure all customers are safe and any serious incidents are managed effectively.
• To work with the Member Responsible For Complaints nominated AHS board member in line with the Housing Ombudsman Handling Complaints Code.
• Maintain Lessons Learned records of complaints and ensure actions are completed.
• To link in with the Lead Regulatory contact for Consumer Standards
• Ensure compliance with both the Regulator of Social Housing and The Housing Ombudsman standards.
• Ensure all KPI reporting information is provided in a timely manner
• To be responsible for all staff and customer communications in relation to Consumer Standards
• To set up and maintain a share point of evidence relating to Consumer Standards for inspection/audit.

Customer Engagement Operations Management:

• Oversee the effective management of all customer engagement, acting as a lead with operational and finance colleagues in any complaints and representations made by tenants.
• Develop, implement, and review policies and procedures for complaints and representations, customer engagement, anti-social behaviour and safeguarding of vulnerable adults.
• Manage all complaints from customers in line with guidance from the Housing Ombudsman to ensure AHS compliance.
• Oversee responses to complaints and safeguarding incidents using recommended processes and reporting performance in these areas to the AHS Board.
• To oversee the formal response to a customer relating to anti-social behaviour, formally notifying a customer of any sanctions and when needed coordinating the termination of their tenancy.
• To set up regular Customer Engagement Panels, newsletters, events and initiatives to promote customer engagement. Including specific engagement activities when required.
• To maintain the AHS website ensuring that it is easy to navigate for customers and all other stakeholders.

Partnership & Stakeholder Engagement:

• Build and maintain strong relationships with customers and relevant internal and external stakeholders, including local authorities, care providers, superior landlords, contractors, and community organisations to ensure that customers are safe and consulted with appropriately.
• Represent the organisation at multi-disciplinary meetings (including safeguarding conferences) customer engagement related events, forums, and conferences.
• Work with external agencies to address the need of customers to represent themselves in specialist supported housing and temporary supported housing settings operated by AHS.
• Collaborate with internal colleagues to ensure regulatory requirements are met in respect of customer engagement and safeguarding.

Personal Skills and Abilities:

• Demonstrate excellent time management skills.
• Have the ability to plan and prioritise workloads.
• Be able to work, where applicable, with minimal supervision.
• Report all issues and concerns to senior management on a timely basis.
• Delegate responsibilities to others efficiently and effectively so that all core areas of AHS’ operation are satisfactorily controlled and actively managed.

Individual Contribution

• Endeavour to make the fullest contribution to AHS at large.
• Demonstrate willingness to be supportive of colleagues / team members and participate in AHS’ initiatives and events.

Customer Care

• Ensure the highest possible levels of customer care are delivered thereby ensuring excellent levels of customer satisfaction in line with the outcomes of C2 or above relating to regulatory standards.
• Deliver high levels of customer service both individually and as part of a team.

Confidentiality

• Protection of confidential information is a fundamental feature of the role holder’s relationship with AHS. It exists as a concept both as a matter of law and as a matter of conduct.

Competence

· Demonstrate technical and practical skills, knowledge, and ability appropriate to the role.

Compliance

• Be aware of responsibilities under applicable legislation, including the Health and Safety at Work etc. Act 1974 and ensure safe working practices are followed at all times.

· Demonstrate an understanding of the professional and statutory requirements within which AHS operates.

· Ensure compliance with the law and AHS’ policies and procedures.

Financial Performance and Income Generation

• Strive to contribute to and exceed the financial targets of AHS.
• To effectively manage all AHS financial resources dedicated to customer engagement and the AHS Customer Compensation Policy.
• Contribute towards the maintenance of a profitable organisation.

Teamwork

· Contribute to AHS generally, taking an active part in any meetings.

· Support other colleagues / team members with their daily tasks.

Team Leadership, Training and Development

· Ensure training and development requirements are identified, discussed with colleagues and actioned.

· To train and monitor all safeguarding issues.

• Adhere to professional standards and training requirements.
• Take responsibility for training and development needs related to customer engagement, complaints and safeguarding.
• Do not work outside the boundaries of professional expertise.
• Maintain an awareness of any applicable changes in legislation, practice, and procedure, and ensure compliance.
• Undertake appropriate training where specific needs have been identified.

Job Type: Full-time

Pay: £37,500.00-£40,000.00 per year

Benefits:

• Company pension
• Free parking
• On-site parking

Schedule:

• Monday to Friday

Work Location: In person

Application deadline: 27/06/2025
Reference ID: AHS - Engagement Officer