Customer Scrutiny Officer


Birmingham, Bath Row, B15 1LZ


£27,923 per annum


35 hours per week

Contract Type:

Full Time, Permanent

Closing date:


The Role

Our residents are at the heart of everything we do and as our Customer Scrutiny Officer you’ll play a key role in engaging with our residents to gain their views.

In this impactful role, you’ll engage with a diverse range of customers and identify meaningful trends in their feedback. You’ll drive a range of customer engagement opportunities, including meetings, consultations and focus groups to help us make real improvements for our customers.

Importantly, our Customer Scrutiny team is at the centre of our plans to make our homes more energy efficient. You’ll play a key role in engaging with our customers to raise the profile of energy saving measures like insulation, solar panels, and new heating systems and help educate them on the benefits of these green initiatives.

You’ll help us to measure the performance of this important project, understand the outcomes for our customers and the behavioural change that will be needed to achieve our target of becoming a carbon neutral landlord.

This is a fantastic opportunity to motivate and inspire our customers by empowering them to engage in meaningful customer scrutiny, that has a real impact on services, policies and decision making. Please take a look at our framework, My Voice, to get an insight into how we are engaging with our customers!

Our ideal candidate? You’ll have excellent communication skills and a passion for driving service improvement through customer engagement activities. You’ll be confident working with a diverse range of customers and stakeholders working to your own initiative and as part of a team. You’ll be confident analysing different data sources to identify trends and be confident to write meaningful reports to feedback to the business.

The role would suit an individual who is passionate about green initiatives and reducing carbon emissions, and who can effectively communicate these issues to 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.

Interested? Click on "Candidate Information" below for a full Role Profile. Applying is easy - simply register on our candidate portal uploading a CV and Covering Letter, which together show us that you have what it takes to make a success of this role.

Please be advised that suitable candidates will be invited to an assessment shortly after applying and we reserve the right to cease recruitment activity prior to the adverted closing date, should an appointment be made.

We’re proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need to be successful in this role.