Senior Customer Voice Officer

Permanent Full Time - hybrid & flexible working (35 hours per week)

Closing Date 26th July 2026
Interview Date 3rd August 2026

Cobalt Housing is a registered housing association based in North Liverpool. We manage and maintain around 6000 affordable homes in Fazakerley and Sparrow Hall Croxteth and Norris Green.

We carry out a wide range of economic neighbourhood and community regeneration activities and believe that by providing quality places to live and support to those who need it we play our part in developing thriving communities where people are proud to live and can be their best.

Now is a really exciting time to join Cobalt Housing as we build upon the success of significant organisational transformation.

Were seeking a Senior Customer Voice Officer to play a key role in strengthening how Cobalt listens to understands and responds to its customers. Working closely with the Customer Experience Manager this role is pivotal in ensuring customer insight shapes services decisions and continuous improvement across the organisation.

You will lead on capturing and interpreting customer feedback helping to embed a culture where the customer voice is proactively sought clearly understood and consistently acted upon. Through effective use of data insight and engagement activity you will ensure customer needs and expectations are at the heart of service design and delivery.

This role sits within Cobalts Customer Experience function and works collaboratively with service leads and teams across the organisation. You will plan and deliver customer engagement activities manage customer surveys and ensure learning and outcomes are recorded monitored and reported supporting accountability and customerfocused decision making.

What were looking for

• Experience of working in a customer insight customer engagement customer experience or similar role.
• Proven ability to build strong relationships with customers partners and key stakeholders
• Demonstrable experience managing customer surveys including satisfaction surveys transactional surveys or regulatory measures (e.g. TSMs).
• Proven ability to gather analyse and interpret customer feedback and business data to inform service improvements.
• Able to use digital tools survey platforms and data systems to support insight and engagement activity
• Strong communication skills with the ability to engage confidently with a wide range of people.
• Full UK Driving licence

Please review the full Recruitment Pack available to download below.

Cobalt Benefits:

• Occupational sick pay
• Paid healthcare scheme via Medicash
• Enhanced maternity/paternity leave
• Gym allowance (up to 20 per month)
• Cycle to work scheme
• Childcare allowance (75 per child of preschool age)
• Training/development opportunities
• Staff wellbeing programme
• Up to five days dependants leave per year

Our purpose

Everyone deserves somewhere to call home a place to make their own feel safe and secure and set down firm foundations. The right home will help people to live well realise their potential and achieve the things that are important to them.

Our mission

By providing quality places to live and support to those who need it we play our part in developing thriving communities where people are proud to live and can be their best.

Cobalt Housing is a registered housing association based in North Liverpool. We manage and maintain around 6000 affordable homes in Fazakerley and Sparrow Hall Croxteth and Norris Green.

We carry out a wide range of economic neighbourhood and community regeneration activities and believe that by providing quality places to live and support to those who need it we play our part in developing thriving communities where people are proud to live and can be their best.