Customer Experience & Engagement Lead
Gateway Housing has been supporting communities to thrive since 1926. We are an ambitious London based housing association with over 3,000 homes in the heart of London's East End. We provide social rented homes, shared ownership, and sheltered housing. We develop new homes too and are part way through an exciting programme to deliver another 250 homes by 2025. We also run our own in-house maintenance service, Gateway Homeworks. Our vision is that people will want to live in a Gateway home and people will want to work at Gateway.
You will be joining the organisation at an exciting time and be a key member of a dynamic team that wants to deliver great landlord services and strengthen our links to the local community.
Our values
Our values add up to P.A.C.E. Passionate, Accountable, Connected, Excellence. As a community housing association based in the East End for nearly 100 years, we're proud of the work we do to address the housing crisis through building and managing great homes.
The role
We are looking for a Customer Experience and Engagement Lead to steer the improvement of customer experience and strengthen resident engagement, ensuring resident feedback drives actionable service improvements, in compliance with Tenant Satisfaction Measures (TSMs) and Consumer Standards, and the delivery of impactful community initiatives.
Key Accountabilities
Your accountabilities will include but not limited to:
- Strengthen and deliver the Resident Engagement Strategy and Community Investment Strategy.
- Oversee the facilitation and effectiveness of core resident groups, including the Customer Council, Resident Scrutiny Panel, Tenure specific panels and customer forums.
- Deliver strategic communication campaigns to demonstrate the impact of resident feedback, demonstrating Gateway's listening and accountability to residents.
- Collaborate across teams to ensure service improvement plans address key resident concerns.
- Manage budgets and invoicing for Customer experience/engagement activities and attend monthly budget meetings.
- Lead on the contract management, collection, analysis and reporting of TSM data both via external research partners and internal balanced scorecard reporting. Support the submission of NROSH+ TSM data and publication of TSM data for customer and external use via appropriate channels
Please refer to the attached job profile for more details.
Key Skills, Knowledge and Experience:
- Leadership and Team management skills - Proven ability to lead and manage a diverse team effectively, fostering a collaborative and high-performing work environment
- Problem Solving and Decision-Making skills - Analytical mindset to identify issues, evaluate options, and implement effective solutions
- Excellent verbal and written communication skills
- IT and Data Management Proficiency
- Knowledge of social housing and challenges in the sector
- Demonstrated experience in handling and resolving customer complaints, including complex or escalated issues
- Experience working closely with internal and external stakeholders, including contractors and regulatory bodies, to deliver quality services
- Social housing or similar asset-based customer orientated entity
Salary and benefits
Our benefits package includes:
- Annual Leave: starting at 28 days, plus Bank Holidays
- Subsidised Health and Wellbeing Membership
- Simply Health - help towards the costs of dentist, optician, and private medical appointments.
- Employee Assistance Programme - including free legal, financial and counselling advice
- Pension - up to 10% employer contribution
If you have the confidence and enthusiasm to work in a challenging but supportive working environment, we would like to hear from you.
Please note only shortlisted candidates will be contacted.
CLOSING DATE: Wednesday 26th February 2025
INTERVIEWS: TBC
Please note that on some occasions where we have received sufficient applications, we will close the vacancy earlier than the closing date advertised.
GATEWAY is an equal opportunities employer and welcomes applications from all sections of the community