Customer Engagement and Scrutiny Lead

Customer Engagement and Scrutiny Lead

Location: Ashington or Durham

Contract: Permanent

Hours: 37 per week

Salary: £36,047 per annum (inclusive of car allowance)

Closing Date: 9:00 am, 16th June 2025

Our client is looking for individuals who are passionate about involving customers to help shape decision-making and business strategy, by creating diverse and inclusive opportunities, to undertake a Customer Engagement and Scrutiny Lead position for them.

Duties the role holder will be responsible for include:

• Designing and delivering a comprehensive scrutiny and engagement strategy using multiple methodologies including traditional and digital channels in order to remove barriers
• Creating a mechanism to share customer feedback and lived experience with business representatives, bringing the customer voice to life in an engaging and compelling way.
• Creating and managing a suite of digital engagement tools which actively engage with customers to understand their needs, concerns, and suggestions for service improvement, to include surveys, polls and online discussion groups
• Identifying appropriate community-based engagement events and initiatives to promote positive engagement. Conduct focus groups/other qualitative techniques to engage with a diverse and potentially hard to reach audience.
• Having a thorough understanding of regulatory requirements.
• Managing a Customer Engagement Coordinator and collectively delivering an involvement program where customer views are listened to and used to help inform business change and drive continuous improvement.
• Working collaboratively with the Customer Research & Insight Manager to help bring the customer voice to life.

About you:

Successful candidates will need:

• Strong communications skills, including active listening skills, proficient at moderating conversations, face to face or online, embracing diversity.
• Proven track record of managing engagement, involvement and scrutiny projects from beginning to end.
• Confidence to work with a range of internal and external stakeholders, including senior leaders.
• Excellent spoken, written and visual communication skills, with the ability to adapt style and outputs to the varying needs of different audiences.
• Ability to work at pace and can prioritise and project manage a number of tasks at once.

Please note you may be required to drive for business, if this forms a requirement of the role. If this is required, you will be required to hold a current and valid driving licence.

This vacancy is being advertised on behalf of Gem Partnership Ltd who are operating as an employment agency.

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