Customer Engagement and Voice Officer

We are brave, we are ambitious, we are honest, and we are Citizen!

Do you put customers first? Are you passionate about actively listening to and acting on customer views? Do you want to help customers develop and improve Housing services?  Then Citizen has an exciting opportunity for you to make a real difference to our community!

Your CV will highlight experience in developing and delivering local engagement, using both digital and face to face methods. You will be an enthusiastic and customer focussed with excellent communication and relationship building skills.

Position: Customer Engagement & Voice Officer

Salary: £37,595

Basis: Fixed Term Contract until May 2027

Hours: Monday - Friday, 37 Hours per week

Location: 4040 Lakeside office base / Hybrid Working

You will be working within our communities across the West Midlands so you must be able to drive and have access to your own vehicle

In housing you can make a real difference, the role of Customer Engagement & Voice Officer involves:

• Supporting the Customer Engagement Team to deliver and monitor the Customer Engagement and Voice Strategy.
• Engaging with customers to develop and improve services using a range of methods.
• Supporting colleagues to be proactive in responding to the customer voice.
• Delivering campaigns to attract and recruit actively engaged customers from our wide and diverse communities.
• Understanding and removing any barriers to active engagement.
• Supporting the resolution of complaints when required.
• Supporting both face to face and online engagement (Citizens Together Hub – engagement platform), providing updates and engagement opportunities such as surveys and online forums.

As Customer Engagement & Voice Officer, we need you to have:

• Customer or community engagement experience.
• Excellent customer service skills with the ability to investigate and resolve complaints.
• Understanding and empathy for the diverse needs of social housing customers and how these can sometimes be barriers to engaging and raising issues.

This post requires a basic DBS check, a full driving licence and requirement to use your car for business use.

We would be really excited if you have:

• The skills to gather, consult, analyse, and evaluate information to make suggestions to improve processes and customer experience.
• Report writing skills to produce concise reports on complex issues.
• Awareness of Social Housing Regulation and the role of the Housing Ombudsman

Manager’s Quote:

In our Customer Engagement Team, you’ll play a vital role in truly understanding and connecting with our customers. We’re a friendly, energetic team who thrive on great conversations, building trust, and listening to what our customers need. We’re looking for someone who brings enthusiasm, empathy, and a genuine passion for delivering brilliant customer experiences. If you enjoy engaging with people, finding solutions, and helping shape services that really make a difference, you’ll be a fantastic fit for our team.

What We Offer:

• Innovative Environment: Be part of a forward-thinking organization that values creativity and innovation.
• Professional Growth: Opportunities for continuous learning and career advancement.
• Collaborative Culture: Work alongside a team of dedicated professionals who support and inspire each other.

Benefits:

• Annual Leave: Annual leave starts at 26 days per year plus bank holidays
• Annual leave purchase scheme – option to buy up to an additional 5 days per year
• Enhanced family leave (maternity, paternity and adoption)
• Organisational sick pay
• Generous Pension Scheme – The option to contribute 4%, 6% or up to 10% which Citizen will match
• Competitive Salary: We offer a competitive compensation package.
• Health and Wellness: Comprehensive health insurance and wellness programs.
• Work-Life Balance: Flexible working hours and generous leave policies.
• Employee Development: Access to training programs and career development resources.

Find out more here: Citizen | Benefits

Company Culture: 

We will be an employer of choice and invest in our people

To deliver the best services for our customers we need employees who are passionate, committed and engaged. We will create a culture where every individual feels comfortable and confident to be themselves and the wellbeing of our employees is a priority. Our team is passionate about making a positive impact and driving innovation in customer engagement.

We will attract and retain the best and brightest professionals, support them to achieve their potential, and reward and recognise them for the fantastic work they do.

 We will work together as one team and embrace our Citizen values.

Stay Connected: Follow us on Profile / X, Citizen | Facebook and Instragram - Citizen to stay updated on our latest news and opportunities.

Closing date: 4th May 2026

Interview date: 8th May 2026

We welcome applications from all backgrounds and can make reasonable adjustments to support you through the process

Please note we will be reviewing applications throughout the campaign and may invite candidates to interview at any time.  We reserve the right to close this role earlier than the published closing date should a suitable candidate be identified. 

• Proud Corporate Member of WISH - The Network for Women Working in Social Housing
• Citizen Housing is a Disability Confident Employer
• Official Accredited Living Wage Employer