Range of Discounts
Discounted Gym Membership
Flexible Working

Customer Voice Specialist

Salary £32,000 a year (+3.5% Cost of Living Award)
Location Stoke, Stoke-on-Trent
Hours per week 35
Contract type Permanent

This is a Permanent, Salaried vacancy that will close in {x} days at {xx:xx} BST.

The role

Passionate about championing the customer voice? As Customer Voice Specialist, you’ll be responsible for keeping our customers’ voices at the heart of everything we do. You’ll develop ways to capture customer feedback across all service areas, making sure it informs everything that we plan, deliver and improve on, both at strategic and local level. You’ll draw corporate insight from comments, feedback and complaints, to truly understand the wants and needs of our customers.

Job requirements:

  • Develop and implement a strategic approach to customer engagement across Honeycomb Group.
  • Develop flexible ways to encourage a diverse range of customers to engage with us, in ways that suit them.
  • Make sure that customer engagement is measured to demonstrate the outcomes of engagement, such as case studies and appropriate metrics. Make sure that our systems meet and exceed the requirements of the consumer standards and best practice across the housing and charity sectors.
  • Provide regular analytical reporting, detailing customer feedback trends and improvement opportunities, to the Executive Director of Operations and the wider leadership team.
  • Be proactive, engaging with customers in different ways – including focus groups and social media - to understand their wants, needs and expectations of Honeycomb Group.
  • Lead on customer journey mapping, identifying touch points and constantly be on the lookout for ways to improve customer experience.

What we’re looking for:

  • Experience engaging customers in service delivery and improvement.
  • A genuine compassion for people, which you will use to deliver a friendly and approachable service.
  • Knowledge and experience of affordable housing and the relevant best practice, legislation and regulations that apply to housing providers.
  • Highly motivated with the ability to communicate at all levels.
  • Demonstratable ability to provide quality direction and support a team to achieve targets.
  • The ability to work under pressure, prioritising work within changing priorities and time constraints.
  • Good ICT and time management skills.
  • Educated to degree level or have similar relevant qualifications.

Help us to make sure everyone in our region has access to a happy home. APPLY NOW!

We’ll be interviewing as we go so might close the application process early if we find the right person.

#Working9till5 #NoWeekends #Flexible #OfficeHours #CustomerVoiceSpecialist #CustomerVoice #CustomerEngagement #JobsThatGiveBack #Housing #GreatBenefits

Who we are

The Honeycomb Group is a team of social-minded brands championing happy homes in our region by providing services and support that help people across Staffordshire and its surrounding areas feel secure, connected and confident. Whether it’s developing and maintaining affordable homes, providing trusted home repairs and improvements, keeping people safe and well at home or providing support services, we're tackling the social issues that can isolate people from a happy home - Honeycomb Group is making our region vibrant.

Watch the video below to discover more about who we are and how we're helping to champion happy home across Staffordshire and surrounding areas.

Why choose us?

No matter what brand you're working with across the Honeycomb Group, you can trust us to look after you. Creating a happy home doesn't just apply to our customers, it applies to our staff too. That's why we offer:

A range of discounts at many high-street retailers and well-known brands.

Discounted gym membership at our head office and access to our cycle to work scheme – save money on bikes and equipment.

We offer flexible working, to help you manage your work-life balance.

23 days annual leave as well as public and bank holidays off too. As your service length increases, so will your annual leave entitlement.

We also give all staff 'My Day'. Whether it’s celebrating a birthday, spending time with family or just taking a day off to relax. You can use your My Day for anything that really matters to you.

A commitment to your learning and development with a great onboarding experience, external events, conferences, coaching, training courses and support with professional qualifications.

Keep fit and save money with our cycle to work scheme. Purchase bikes and equipment through your salary and save on tax and national insurance contributions.

Our Employee Assistance Programme gives you free access to 24-hour phone counselling support, health advice and legal advice, 365 days a year and face-to-face counselling options.

Occupational Health services. Access to a range of services, including free eye tests and flu vaccinations.

We never shut the door

At Honeycomb Group we know that a Group full of people from diverse backgrounds and communities makes us better at what we do. This means building a more inclusive and diverse workplace and promoting equality for all regardless of what you look like, where you come from and who you love. We are an equal opportunities employer and welcome applications from everyone. We will not discriminate against any applicant or employee because of race, ethnicity, age, gender, sexual orientation, disability or belief.

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