Job Description: Customer Engagement Officer
Responsible To: Customer Engagement Team Leader
Location: Dublin
Contract: Full Time Permanent
As Customer Engagement Officer you will be responsible alongside your Customer Engagement colleagues to ensure that our customer's voice is heard within ongoing service improvement at Tuath.
You will work alongside the Customer Engagement Team Leader to ensure that we deliver against our Customer Engagement Strategy 2022 to 2025 ensuring activities are carried out to the highest standards of integrity and professionalism. This includes supporting initiatives and operational service improvement. You will support consistent and correct operation application of customer engagement related policies and procedures.
This role will work across all localities working with Community Engagement Officers to deliver a range a of community engagement activities, supporting the creation of co-production opportunities, seeking opportunities to meaningfully engage with priority groups, community and agency partners in the development of our service offer.
The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. The post holder will be responsible for a combination of the objectives described below and annual KPIs dependent upon the requirements of the organisation.
KEY RESPONSIBILITIES (Functional):
1. To support delivering against the existing Customer Engagement Strategy and support development of Tuath's new Customer Service Strategy and Service Standards.
2. Be a champion of customer engagement to deliver outcome-focused services.
3. Ensure our customer's voice is heard by supporting service improvements because of customer intelligence, feedback, and insight. You will support holding a range a service related focus groups and forum.
4. To ensure effective consultation with customers and other stakeholders ensuring the customer voice is heard and their participation, influence and scrutiny in all services which affect them.
5. To plan, organise and carry out various customer engagement activities alongside officers and customers.
6. Work closely with internal departments to ensure a coordinated approach to Customer engagement and involvement.
7. Develop and deliver mystery shopping, and customer-led scheme Inspection exercises, and actively research new and innovative approaches on customer involvement.
8. To provide information including statistics on Customer engagement activities as required.
9. Ensure all Customer engagement activities are effectively communicated to Customer s through a variety of channels, including social media, newsletters, and Customer meetings.
10. To provide ideas, support and advice to colleagues in co-ordinating Customer events for mutual support of each other.
11. Work collaboratively with external stakeholders, including community groups, local authorities, and other housing associations.
12. To identify funding and complete grant applications for community development with Resident Associations or on behalf of Tuath to promote and support Customer engagement.
13. Research, develop and deliver training, internally and externally, relating to customer engagement.
14. Provide tenders, proposals, reports, and recommendations.
15. Develop and deliver mystery shopping, and customer-led scheme Inspection exercises, and actively research new and innovative approaches on customer involvement.
16. Coordinate an annual programme of meetings and "how to do it" sessions for Customer Participation Practitioners Network (PPN).
17. Represent Tuath Housing at conferences, meetings, network events in relation to Housing Associations and Customer Engagement.
18. Keep Tuath's website and social media platforms up to date with Customer Engagement information, contribute to internal and external publications and provide statistical data, information, and testimonials for annual reports.
19. Provide a clear, structured process for supporting residents in achieving personal development goals.
20. Guide the Customer Engagement Team's delivery of tailored one-to-one support across education, employment, digital inclusion, and wellbeing.
21. Ensure effective coordination of referrals to internal funds (e.g. Tuath Foundation) and external support organisations.
22. Embed a resident-focused approach into Tuath's service delivery model by reviewing satisfaction data and acting on feedback and achieving the Residents Voice approach.
23. Shape the organisation's overall customer experience by improving how we engage and communicate with tenants at all stages of their journey.
24. Contribute to a culture of continuous improvement, using insights to enhance service quality and resident trust.
KEY RESPONSIBIITIES (Organisational):
25. Provide input into the Operational plans.
26. Adopt a collaborative and supportive approach, maintaining up to date professional knowledge and providing advice and assistance to colleagues as required.
27. Provide statistical data, information, and testimonials for annual report.
28. In all aspects of the company's work, promote effective communications, excellence in customer service, and a focus on continuous improvement.
29. Be pro-active in the development and maintaining of strong networks and relationships with colleagues and in other organisations and agencies, to ensure excellence in service delivery.
30. Resident support planning and delivery (education, employment, digital, wellbeing).
31. Internal and external referral pathways.
32. Bursary and fund access via the Tuath Foundation.
33. Review and analysis of resident satisfaction surveys (transactional and perception surveys and complaints).
34. Development and delivery of customer experience improvements.
35. Use of feedback and data to influence service planning and design.
Health and Safety Responsibility
36. To conduct all activities in a manner which is safe to yourself and others. To be aware and to act in accordance with the Association's Health and Safety Policy.
37. Ensure all appropriate health and safety risk assessments are in place and making sure colleagues
are aware of and adhere to any specific instructions and use personal protective equipment where
required.
38. Ensure that team members are aware of any risks associated with their role, adhere to any specific
instructions, and use personal protective equipment where required.
