Customer Insight & Engagement Officer

Customer Insight & Engagement Officer

Location: Remote with regular travel

Contract: Full Time, Permanent  

Hours – 40 hours per week, Monday to Friday  

Salary - £29,000 per annum

About the Role

We are seeking a Customer Insight & Engagement Officer to join our team in a fully remote role with regular travel predominantly across the South of England but may be required to attend training and meetings in our Manchester office. 

This is an exciting opportunity for someone who enjoys working directly with communities, analysing feedback and driving meaningful service improvements that enhance customer experience. In this role, you will act as a key link between customers and operational teams, gathering insight from feedback, facilitating engagement activities and helping to shape improvements across services. You will be visible within the communities you support, building relationships and ensuring customer voices are heard and acted upon.

• Proactively manage customer feedback and insight, identifying trends and key themes
• Analyse complaints outcomes and satisfaction surveys to inform service improvements
• Track the progress of improvement initiatives and report outcomes to senior management
• Implement regulatory surveys and support improvement planning based on results
• Engage with customers, residents and communities through forums, visits and local initiatives
• Act as a representative of the organisation, maintaining a visible presence within communities
• Support the development and facilitation of customer engagement forums and scrutiny groups
• Build strong relationships with stakeholders, local organisations and community groups
• Support complaint resolution and ensure customer queries are handled effectively
• Promote positive communication and support brand awareness through engagement activity

Key Criteria

• Excellent communication skills, both written and verbal
• Ability to build strong relationships and connect with local communities
• Strong analytical skills with the ability to translate data into actionable improvements
• Customer service experience within a professional or office environment
• Problem solving skills and ability to remain calm under pressure
• Flexible and proactive approach with a willingness to travel regularly
• Full UK driving licence
• Ability to work independently in a remote, field based role
• Experience creating customer communications such as newsletters or engagement materials
• Sales or engagement experience is desirable
• Housing or sector specific experience is desirable

Mears Benefits:

• Friendly, supportive and progressive work culture and environment.
• 25 days annual leave plus bank holidays
• Annual Mears Fun Day – Free day out for you, friends/family paid for by Mears in recognition of your hard work throughout the year – For employees in England, this is usually a theme park such as Drayton Manor.
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitments – do something worthwhile for a cause close to your heart.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
• Employee Assistance Programme – Confidential support services for Mental and Physical wellbeing
• Mental Health First Aider Network – Confidential MHFA support and signposting.
• Employee of the Month Award (Departmental) – a chance to win recognition within the department as well as monthly/yearly rewards vouchers.
• Extensive L&D Programme that offers fully accredited certification in areas such as Prevent/Safeguarding and Mental Health Awareness.
• Mears Amazing Employee Awards
• Subsidised Eye Tests and cost towards glasses for DSE use
• Employee Networks and Sub-Forums

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

As part of the recruitment process for this role, we will carry out a Background, Identity, Security clearance & BPSS check. For these checks to be completed, we will require from you the relevant identification, including Proof of Address, References, a valid passport and proof that you have lived in the UK for the last 5 years.

Required Qualifications:

Apply below or to discuss your application further; contact:

If you need any help with your application process, we are here to support you. We will be accessible every step of the way.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.