Job Description

Customer Engagement Manager

Birmingham 

£37,687.00 per annum plus £1680 car allowance

37.5 hours per week

About the role

Trident are recruiting to a management position that requires a dynamic and enthusiastic individual to manage the delivery of customer involvement activities, collect and monitor customer feedback and build resilient and engaged communities with residents and customers participating and influencing everything we do.

Working within the Homes and Communities department you will be leading lead the Resident, Customer and Community Inclusion Team in delivering and implementing an inclusive resident, customer and community engagement offer across Trident Group’s housing, care and support accommodation and services.

If you feel ready for an exciting change and are able to take on new challenges in a growing organisation, we want to hear from you. You will be based at our Head Office in Birmingham but attending our schemes and properties on a regular basis will be required to forge positive partnerships and relationships with individuals and organisations to support our vision and strategic objectives.

The successful person will need to have a good working knowledge of housing legislation, regulatory requirements, leading on resident and customer engagement in line with the Charter for Social Housing, Social Housing Regulation Act, Consumer Standards, Tenant Involvement and Empowerment Standard, Together with Tenants and the Tenant Satisfaction Measures.

The benefits;

• 34 days annual leave, plus the option to purchase up to 5 additional days
• Birthday leave
• New Home leave
• Life assurance (3 x salary)
• Employee Assistance programme
• Employee Wellbeing programme
• Flexible Working options

Key Responsibilities Include:

• To lead an effective team to deliver services and maximise opportunities for Trident Group residents, customers and communities to build their collective power and be actively involved in making a positive difference to their community, improving wellbeing and promoting inclusion.
• To identify innovation and best practice in customer engagement, attending conferences, forums and webinars and putting learning into practice.
• Engage with community stakeholders and residents to develop inter-partner projects to improve communities. Identifying and accessing funding opportunities.
• To lead a team that provides an early intervention, engagement, preventative and community resolution approach to managing community safety concerns.
• Provide information, performance reports and KPI progress against agreed priorities.
• To ensure the health, wellbeing and safety of vulnerable adults, young people and children in line with safeguarding policies and procedures.

Trident Group has over 60 years’ experience of delivering homes, services and innovation for up to 8,000 people in over 3,600 homes in some of the most disadvantaged communities in the Midlands. The Group employs more than 750 staff, works with over 150 volunteers and provides training places and apprenticeships for many more. The Group has an annual turnover of more than £37m and owns assets close than £190m.

The Group consists of;

• Trident Housing, which provides landlord services for the Group in respect of housing management and maintenance
• Trident Reach, which is a registered care and support charity delivering person-centred care and support services. These services include supporting people within registered care, domiciliary care, people with learning difficulties, those with mental health needs, young people at risk, older people, BME groups, people at risk of being homeless, those seeking employability, education and training opportunities and those fleeing domestic abuse.

Trident offers their employees learning and development opportunities and wants to invest in their development and career growth. Through our apprenticeship scheme, we offer various courses in areas that will help support employees within their roles and for their further development.

We celebrate Equality, Diversity, and Inclusion and as a person-centred organisation we are continually striving to build a community where everyone feels valued, respected and equally guided by our beacon of hope.

By joining Trident Group, you will have the opportunity to join our Diverse Voices Steering Group to ensure Equality, Diversity, and Inclusion remains at the heart of everything we do. 

As a Disability Confident Committed Employer, we have committed to:

• ensure our recruitment process is inclusive and accessible
• communicating and promoting vacancies
• offering an interview to disabled people
• anticipating and providing reasonable adjustments as required
• supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work
• at least one activity that will make a difference for disabled people

Skills Required

• Management