Customer Scrutiny Officer

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Do you believe that customers should be empowered to help shape the service they receive from their landlord or service provider and that they should be encouraged to scrutinise performance to drive service improvement? If so we have an exciting opportunity for a Customer Scrutiny Officer to join our Quality and Customer Experience team. This is a key role in supporting frontline service improvement initiatives by co-ordinating timely and well organised customer scrutiny, engagement and service consultation activities - empowering our customers to engage and have a real impact on services, policies and decision-making.

As well as conducting “traditional” customer scrutiny and engagement activities such as focus groups, interviews, surveys and shadowing, this is an exciting opportunity to “think outside the box” and proactively develop and implement new ways of empowering our customers. However, your role won’t end there! Importantly, you will work closely with a range of teams and stakeholders and ensure that recommendations from scrutiny activity feeds into service improvements which have a positive and meaningful impact on the experience of our customers.

Who are Midland Heart? We’re a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we’re here to develop your potential.

Our ideal candidate? A customer focused individual with previous experience of driving service improvement through customer scrutiny and /or engagement activities. You will be a dynamic thinker, who thrives under pressure and has the ability to manage a large and varied work load with competing priorities and deadlines. Importantly you should be passionate about driving and developing successful customer scrutiny – not simply relying on ‘traditional’ forms of customer scrutiny and engagement, but developing new ways to empower our customer.

Interested? Please view the attached Role Profile and Behaviour Standards Framework for more information. To apply, please register on our candidate portal to complete our short application form and submit an up-to-date CV comprehensively outlining your career history.

Closing date for receipt of completed applications is Thursday 24th January 2019. Initial group assessments will take place on 1st February 2019. Candidates successful at the group stage will then be invited to attend a brief interview scheduled for 7th February 2019.

Recruitment Agencies please note that we do not accept speculative CVs and should one be submitted, we will assume the candidate is our own.