Customer and Community Engagement Officer
Amey
full-time
Posted on:
Location Type: Office
Location: Telford • United Kingdom
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About the role
- Building effective, collaborative relationships between supply chain staff, National Accommodation Management Service (NAMS) Pinnacle Housing Officers (HO), Defence Infrastructure Organisation staff (DIO) and military stakeholders to improve the lived experience of Service Families.
- Establish and develop regular Housing Surgeries at each site ensuring that Pinnacle Housing Officers and Occupancy Groups are engaged to support the surgeries.
- Act as first point of contact for Amey relating to family issues with both customers and DIO staff referring and escalating issues as appropriate.
- Develop a community engagement program and local impact plan to identify and address issues that impact the lived experience and secure community involvement in the design and delivery of community engagement activity.
- Play an active role in capturing performance and customer satisfaction information, analysing customer feedback and recommending service improvement initiatives.
- Support supply chain operatives to ensure families are kept informed of complex repairs or changes to the plan.
- Take photographs of SFA prior to move in and upload to the customer portal – DONE BY VOID officers
- Coordinate the activity of the Estate Custodian to ensure the Estate is managed in line with contractual obligations and properties meet the move in standard.
Requirements
- A strong customer service background and can think on your feet.
- The ability to apply logic, understanding and empathy when supporting our families.
- A strong desire to not only help the families we support but look for ideas to enhance their communities and homes.
- Experience of managing properties through the occupancy cycle to include: Management of operational delivery of Housing Specific Task Schedule Collaborating with Supply Chains to achieve KPIs Negotiating and influencing stakeholders to agree property requirements.
- Customer focussed with a passion to work collaboratively with all stakeholders to drive up customer satisfaction
- Chartered Institute of Housing L3 Certificate or equivalent Management level qualification in H&S and Environment (e.g. SMSTS)
Benefits
- Competitive annual salary with potential yearly reviews
- Career Growth: Shine in your career with advancement opportunities
- Training Opportunities : Unlock your potential with comprehensive training, including fully funded leadership programs tailored to your personal growth.
- Holidays - Enjoy at least 24 days of holiday plus bank holidays, and the opportunity to buy further days.
- Pension - Generous pension scheme, with extra contributions from Amey
- Flexible benefits – Customise your benefits with options such as insurance benefits, Cycle2Work scheme and access to discounted gym membership.
- Exclusive Discounts - Access our online portal filled with discounts from leading retailers, healthcare services, and more, helping you save on the things that matter.
- Give Back to community - Two Social Impact Days each year, for volunteering and fundraising opportunities
- Family friendly policies for new parents or if you provide care for a dependant
- Membership of our Affinity Networks who connect, support and inspire diverse communities within Amey
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
property managementoperational deliverycustomer satisfaction analysiscommunity engagementperformance capturingissue escalationnegotiationstakeholder managementservice improvement initiatives
Soft Skills
customer serviceempathycollaborationproblem-solvingcommunicationlogical thinkingcreativityadaptabilityrelationship building
Certifications
Chartered Institute of Housing L3 CertificateManagement level qualification in H&S and EnvironmentSMSTS