Customer Engagement and Influence OfficerLocation: Bedford (Hybrid)Reporting to: Customer Engagement and Influence ManagerSalary: £30,240 plus £2,000 car allowanceWorking pattern: HybridHours: 37 hours per week, permanent contractAre you passionate about amplifying the customer voice and bringing people together to shape meaningful service improvements? You'll play a vital part in strengthening our customer voice approach, ensuring customers have genuine opportunities to influence services, decisions, and outcomes.If you're a confident communicator who loves bringing people together, building trust and creating opportunities for customers to be heard, this could be the perfect opportunity for you.About the roleWe're looking for a Customer Engagement and Influence Officer to join our team and help ensure our customers are truly at the heart of everything we do.In this role, you'll play a key part in helping us meet the Transparency, Influence and Accountability Regulatory standard by developing effective engagement, insight, and feedback mechanisms that drive continuous improvement across our organisation.This is a varied and rewarding role where you'll design and deliver a wide range of customer engagement activities-both online and in person-to ensure customers have real influence over how we design and deliver our services. By supporting engagement groups, coordinating projects, and working closely with colleagues across the organisation, you will help to embed a strong customer-focused culture and drive continuous improvement.What you'll be doingEnsuring the customers' voice is embedded at the heart of our decision making and reflected in the way we deliver our services.Support the customer engagement and influence manager to create and deliver a range of opportunities to listen to customers, ensuring that feedback can influence service delivery.Using your strong project management skills to plan and deliver customer engagement projects from initiation to completion, whilst monitoring progress and demonstrating impact.Helping to deliver the customer engagement expectations set out in the Housing Regulatory Consumer Standards, Social Housing Act and the Building Safety Act.Promoting customer engagement and influence activities and ensuring the outcomes are widely shared to both customers and colleagues through a range of communications channels.Providing administrative support and training to bpha involved customers, and the service improvement panel to enable them to effectively scrutinise our performance.Building relationships internally with colleagues to ensure the successful delivery of customer engagement and influence projects.We'd love to meet someone with: Customer, community or resident engagement experience in a similar people focused roleExperience of facilitating workshops, focus groups and trainingExperience of engaging customers online using digital tools such as surveys, engagement platforms and virtual events.Excellent project planning and organisational skillsExperience of carrying out consultations where listening and acting upon the feedback of residents/customers/community has led to positive changeExcellent interpersonal skills and ability to build rapport easily with a diverse range of peopleConfident in analysing data, writing reports and demonstrating outcomes and impactExcellent verbal and written communication skills and record keeping Confidence to work independently and manage varied workload in a fast-paced environment.Knowledge of the social housing sector and importance of resident engagementOur ValuesAt bpha, our values are at the heart of everything we do:We take responsibility: We do what we say and are accountable for our actions.We show empathy: We respect and listen to every colleague and customer.We are better together: We value diversity and achieve more as one team.We are ambitious: We strive for excellence and make a positive difference.Why join us?You'll be part of a supportive, collaborative organisation that's committed to listening to customers and continuously improving. You'll have the opportunity to shape real change and help amplify the voices of our residents.Key datesInterviews will be taking place week commencing 27 April and 4 May.Please note that applications will be reviewed as received and as such bpha reserves the right to close applications prior to the advertised closing date upon identification of a suitable candidate.Early applications are encouraged to avoid disappointment.All offers will be subject to satisfactory pre-employment screening, including DBS check and references.JBRP1_UKTJ