Customer Insight Officer Resident Engagement

ClosingDate: Thursday2ndApril4pm

Interview Date: Wednesday 15th April 2026 - in person interview

We have an opportunity for a Customer Insight Officer specialising inResident Engagement to join our Customer Insight Team whoare responsible forcomplaints resident engagement and driving customer satisfaction across the organisation.

The Role

Central to the role will be listening to our customers and teams using customer feedback to make changes across the organisation to improve the customer experience. Using your creativity you willdeliver new and existing engagement activities and events; including mystery shopping focus groups and customer inspectors and use this feedback to shape services across the organisationwhilstensuringthe customer voice and experience is at the heart of what we do.

You willidentifytrendsthemesand key insights from feedback providing a comprehensive interpretation of the results and use data visualization tools to provide insight and present data in an easily accessible and universally understandable format.

About You

Werelooking for an individual with experience working in customer facing service delivery in the social housing experience in resident engagement or proven experience infacilitatinggroup activities along with knowledge of and practical experience using Customer Relationship Management (CRM) communicationskills areessentialand you will have the ability to present information accurately and clearly both verbally and visually.

What we can offer in return:

• 32 days annual leave plus bank holidays

• Holiday purchase scheme buy up to anadditional5daysholiday per year

• Holiday buy back scheme bdhtwill buy up to 10 days holiday back from staff

• Team budget every year to enjoy an afternoon out as a team

• Electric vehicle leasing scheme through Octopus Energy

• Pension scheme defined contributions pension administered by the Social Housing Pension Scheme (SHPS)

• Life insurance is available to members of the pension scheme

• Employee Assistance Programme

• Mental Health First Aiders

• Healthcare Cash Back Scheme Healthshield

• Retail discounts scheme

• Long Service Awards (given at 1 year 5 years and in increments of 5 years following this)

• Reimbursement for professional subscription fees

• Corporate Sponsorship opportunities

• Reimbursement for HRT pre-paid certificates

• Reimbursement for annual flu jab

• Free parking and refreshments

• Monthly staff compliments raffle

• Wellbeing calendar of events throughout the year

Bdhtreserves the right to close vacancies before the stated closing date where the volume of applications is extremely high.

BDHT employs 170people and is dedicated to providing excellent services to our customers by having excellent staff. We are very much a learning organisation. We have a major commitment to identifying transferable skills within our employees and creating opportunities for individuals to grow.

BDHT is a people based organisation and our people are actively encouraged to bring their whole selves to work. The things that are important to you become important to us too.

We believe in our people and actively support them based upon three core themes: Look after yourself Look after your colleagues and Look after the business.

We are a great employer who pays fairly and has excellent terms and conditions. But above all we absolutely recognise that good performance is linked to happy staff so we actively encourage fun and expect that it is part of the normal working day.