Assistant Director, Customer Insight & Engagement

Are you a Strategic leader that will drive forward a “Voice of the Customer” approach and use insights to deliver action and change across all channels ?

If so, then our Assistant Director Customer Insight & Engagement post is for you.

Location: Durham or Ashington Offices

Contract: Permanent

Hours: 37 per week

Salary: Circa £75 - £78k per annum (dependent on skills and experience)

Closing Date: 5pm on Wednesday, 31 July 2024

Expected interview date: 8 August 2024

About the role:

• We’re looking for an exceptional, talented strategic leader who will drive forward a “Voice of the Customer” approach across Bernicia which ensures a culture of putting the tenant at the heart of everything we do, developing the delivery of strategies, plans, policies, and procedures
• Develop strong insight channels and support turning insight into action.
• Lead accountability for ensuring tenant involvement and customer insight frameworks meet the required statutory/regulatory obligations.
• Identify and advise on consumer regulation requirements, design and implement compliance plans, ensuring compliance with statutory, regulatory, and good practice commitments. In doing so work closely and collaboratively with corporate governance colleagues to ensure respective accountabilities are clear and acted upon.
• Pursue, deliver, and demonstrate excellence in the way we listen, learn, interact, and transact with our customers to ensure the consistent delivery of effective services.
• Set the strategy for the Tenant Engagement approach, ensuring flowing into and out of governance and decision-making arrangements. Develop a clear service offer and commissioning cycle for your teams ensuring outputs achieve cost, quality and time.
• Develop a suite of customer insight products/reports and a clear reporting framework for sharing feedback from customers to Board, and senior leadership teams.
• Lead external scanning and networking outside Bernicia to influence and improve our approach to learning from customer insight. Contribute to raising Bernicia’s profile, developing a network of suitable contacts amongst organisations and individuals likely to assist in achieving Bernicia’s vision.

About you:

You will need:

• Professionally qualified to degree level or equivalent professional experience/ qualifications
• Change management or customer service qualified
• Experience of formulating strategies and plans and developing and delivering a high performing service, successfully implementing service improvement activity in response to customer feedback
• Experience of budget setting and control, business planning and performance management
• Experience of working collaboratively across teams and functions and of managing complex projects and programmes
• Excellent senior level stakeholder management and influencing skills, to effectively partner with and manage internal and external relationships. Able to influence others positively through consistently communicating with impact and presence at all levels in the organisation 
• Strong leadership that creates purpose and supports the vision and values of the organisation
• Strong analytical skills with the ability to interpret and use insight and data in order to make sound, timely and intelligence-based decisions
• Relatable communication skills including written and verbal plus the ability to deliver presentations to a range of audiences
• Knowledge of social housing sector and different customer groups

The Benefits: 

• 28 days annual leave + bank holidays
• Working from home opportunities; where applicable to your post.
• Make big savings on day to day expenses with discounts on shopping, groceries, holidays and days out through our Bernicia Own Benefits platform
• Generous pension scheme 

About us:

• We’re all about helping people in need of housing.  We believe a good home makes lots of other things possible, so we provide great homes and services that do just that. 
• We’ve built Bernicia to be a business that people want to be a part of.  We’re one of the North East’s largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers.
• Everything about Bernicia is people focused, that’s why we’ve held the Investors in People Gold Award since 2010. 
• We operate within a set of simple, but effective values, which blend perfectly to create our unique ‘Bernicia Way’ culture. This ensures we are customer focused, through working together, respecting each other, being accountable for our actions and demonstrating integrity and leadership.

 Please note you will be required to drive for business.

You will therefore be required to hold a current and valid driving licence.

For more information regarding this role, please contact:

Kirstie Kelly on 07515 605338

We reserve the right to close this vacancy earlier than advertised, should we receive a large volume of applications.

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The Group is fully committed to the promotion of equal opportunities and we particularly welcome applicants from groups who are currently under represented at Bernicia.