Job Ref: 215390216

Date: 2021-12-15 17:16:36

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Vacancy: Customer Engagement Officer
Location: High Wycombe / remote hybrid working
Salary package: £31,500 pa plus truly excellent benefits
Permanent, 37 hrs per week
You will be a passionate advocate of customer involvement; championing why it is vital to understand how customers feel about services and acting on this insight to improve and enhance the services we provide.
This is an exciting time to join Paradigm. We’ve recently launched our new Corporate Plan and Customer Strategy which, commit to providing excellent services to customers, supporting vulnerable customers, being a responsible landlord within the communities in which we work, as well as engaging customers in all that we do.
We are also embarking on a transformation programme called ‘New Paradigm’, to replace our core IT systems and fundamentally improve the way that we work, to create a platform for modern digital services to customers who choose to use digital channels.
We need to ensure that the customer voice is a key part of the New Paradigm programme, and this role will be focussed on delivering the customer engagement plan throughout the transformation. You will be making sure we involve customers in the right way at the right time, so that our new ways of working and IT systems meet customer needs and preferences.
About you:
You will thrive working collaboratively with customers and colleagues, joining a small, influential team who work flexibly across the organisation to deliver Paradigm’s Customer Engagement Plan and support colleagues to make it easy to ensure the customer voice is considered in all that we do.
You will also be self-motivated and work independently to manage your priorities.
You will work in an agile way, responding flexibly to changing priorities and adapting our approach to maximise impact.
You will have solid customer engagement experience and be super organised, having successfully project managed multiple customer engagement activities and events, which have driven meaningful outcomes for customers and clear measurable impact on service improvement.
You will have experience of supporting and developing scrutiny and be familiar with customer consultation methods, including emerging and digital methods where suitable. You will be confident about flexing the approach and being creative to get the best outcome and most meaningful engagement.
There will be occasional evening or weekend working required to host customer events, for which you will have advance notice and receive time off in lieu. This is likely to be no more than one evening a month and a small number of weekends (2-4 per year) for specific, annual events for customers.
About us:
We are a values’ driven, ambitious organisation. We’re Best Companies 1 STAR accredited organisation in recognition of our high employee engagement and offer a welcoming and friendly environment.
We’re proud to offer great benefits and have a committed approach to employee wellbeing. We offer an attractive range of benefits such as Health Cash Plan, Bonus potential, a competitive Pension and 25-30 days holiday in addition to 3 days closure at Christmas, up to 3 paid Volunteer days p/a, hybrid working, free parking at our newly created collaborative workspaces.
We support flexible ways of working and welcome applications from all sections of the communities we work in.
Further information
As part of our application process, we ask for a covering statement and CV so we can assess your application against our essential and desired criteria as set out in the job description and person specification. Please include in your covering statement how you meet the criteria so we can see how well you match our requirements and give your application the consideration it deserves.
Thank you for your interest in Paradigm Housing Group thus far.
Shortlisting will be conducted in line with the essential and desirable criteria set out in the person specification. We reserve the right to close this role earlier than the published date should a suitable candidate be identified.
The Company
We are Paradigm Housing Group.
We manage more than 15,000 homes across the South East.
We know that house prices in the areas where we work are high, both to buy and rent. We want to help more people have a safe and sustainable home that they can afford.
As a charity, the money we make goes into building new homes and providing an excellent service for residents

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