Customer Engagement Officer

Stonewater

7d•Remote

About The Position

This role is focused on strengthening Stonewater's local presence and community impact. The Customer Engagement Officer will be responsible for understanding customer needs at a local level, building trusted relationships within communities, amplifying customer voices, and using feedback to shape and improve services. The position is home-based but requires travel across the North & East region to connect with customers and communities.

Requirements

Experience in customer engagement, community work, or customer service.
Strong communication skills, with the ability to engage diverse audiences.
Ability to build trust and rapport with customers and community groups.
Good organizational skills and attention to detail.
Understanding of housing services or a strong willingness to learn.
Clear commitment to equality, diversity, and inclusion.
Confidence working independently while staying connected to a wider team.
IT confidence, including using digital tools to support engagement.

Responsibilities

Deliver a wide range of engagement activities, including community events, workshops, digital initiatives, and surveys.
Build strong, trusted relationships with residents, particularly those from underrepresented or harder-to-reach groups.
Translate customer feedback into clear, actionable insights to drive service improvements.
Support colleagues in engaging effectively and confidently with customers.
Coordinate and support customer panels, forums, and scrutiny groups.
Capture, analyze, and share feedback to influence decision-making at all organizational levels.
Promote engagement opportunities through various channels to maximize reach and inclusion.
Collaborate across teams to ensure customer feedback leads to tangible changes.
Represent Stonewater in local communities, partnerships, and events.
Ensure all engagement activities are inclusive, accessible, and meet regulatory expectations.