Customer Engagement and Feedback Manager

Location: Homeworking/Telford

Hours: Full Time 36 hours per week

Salary: £37,365 per annum


The Organisation:

The Wrekin Housing Group’s partnership between The Wrekin Housing Group and Choices Housing Association enables a focus on meeting and exceeding the needs and expectations of our wide range of customers.

We are at the forefront of making a difference to people’s lives. As a socially minded business, we provide 13,000 homes for affordable and social rent across Telford & Wrekin, Shropshire, and Staffordshire. We have ambitious plans to grow up to 16,000 homes by 2025 and we are also an innovative and well recognised provider of care.

Alongside our growth plans we are embarking on a fundamental transformation programme to modernise how we interact with our customers, engage communities and support partners. Everyone matters at Wrekin so we are investing in our people and the systems they use, all to improve quality and choice across the organisation.

Our vision and aims are clear and we are determined to deliver. We want individuals who inspire positive change, communicate clearly and enable our people to support each other and grow together so we deliver for our customers, right across our socially minded business.

(For further details please visit our website )

The Role

Do you want to make a difference to people's lives?

The Wrekin Housing Group is a socially minded organisation that:

  • Provides over 13,000 homes across Shropshire, Staffordshire, Telford & Wrekin
  • Delivers innovative care solutions 
  • Channels social investment to create jobs and promote economic growth, generating opportunities for people to gain employability skills, maximising the social value of our services and delivering wider community benefits

Listening to our customers is a key priority for us at Wrekin.

This is a new role and we are looking for someone with commitment, energy and enthusiasm to manage and lead our work focusing on engaging with customers and embedding customer involvement across the organisation.

You’ll need confidence to work across the organisation, working with colleagues to implement effective frameworks to ensure the voice of the customer is heard and a broad range of views are reflected in service design and delivery.

The postholder will be responsible for ensuring we effectively achieve compliance with Consumer Standards, the Complaints process and the Housing Ombudsman Code.

We are looking for someone with relevant experience, leadership, fresh ideas and a commitment to inclusive customer involvement, ensuring our ways of working remain vibrant and relevant in order to deliver successful outcomes.

For an informal conversation please contact Jan Lycett, Executive Director of Business Solutions  


In return we offer you an interesting, challenging and rewarding opportunity to develop your career within a supportive team.   

Ref : WHG1623. Closing Date : 26/09/2021 - Interview Date : 05/10/2021

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