Customer Engagement Officer - MOR12304

Job Description

To co-ordinate, support and promote tenant and customer involvement in the design and delivery of Housing Services. To reflect tenant priorities within strategic planning and deliver continuous improvement.

Requirements

Work in partnership with tenants/service users, staff and elected members to identify service requirements and strategic priorities.

Develop a wide range of engagement opportunities and promote the benefits of participation to increase customer involvement.

Work closely with tenant groups, partner organisations and other Council departments to promote and encourage participation, share good practice and resources.

Build upon the capacity of tenants, service users, staff and elected members in the area of tenant/customer engagement and communication.

Oversee the tenant participation and training budget and process financial payments in accordance with financial guidelines.

Responsibilities

n/a

The Individual

Suitable experience of working in a customer focused environment preferably as a tenant or customer participation officer or similar profession which involves customers in the design and development of services.

Proven skills in developing and/or implementing strategic frameworks and improvement plans.

Experience in producing information suitable for the public such as press releases, newsletters, performance reports and other promotional materials.

Proficient in the use of Microsoft office software including Outlook, Word and Excel.

Relevant qualification to HNC, SVQ3 level (or equivalent).

Ability to use own initiative.

Ability to work as part of a team.

Ability to work with minimal supervision.

Effective personal organisational and time management skills, including ability to work under pressure and meet deadlines.

Self-confident and self-motivated.

Ability to manage and prioritise workload, and to meet internal and external deadlines.

Experience using systems or tools as a method of promoting digital engagement such as survey monkey, social media or other platforms.

You will be expected to travel efficiently and effectively between various work locations within Moray to meet the operational requirements of the Service. Due to the rural nature of Moray this is normally undertaken by use of a car/van.

Appreciation, acceptance of and a commitment to the importance of confidentiality.

Ability to communicate effectively with people at all levels within the Council, external agencies, and customers.

Good communication skills; oral, written, digital and presentation.

Ability to facilitate, host and plan meetings and events effectively

Ability to manage conflict situations.

Willingness to accept direction/delegation.

Ability to work from home and also in a shared office as required.

Ability to work in different offices dependent on the Service.

Ability to work flexibly to meet the needs and demands of the service, including attending meetings or events which may take place in the evening or at a weekend.

Closing Date: 30 October 2026

Starting Salary: £36,003.50 per year

£19.10 per hour

36.25 hours per week

For further information, please contact Daska Murray, Senior Housing Officer (Information) on 07976 494806