Customer Engagement Assistant

This is a job working for Ongo.

Salary: £25,736

Job Summary

• To support the delivery of effective customer engagement activities that ensure tenants’ voices are heard and influence the development and delivery of the services we offer.
• To provide assistance and support to the team to enable efficient management, facilitation, and co-ordination of customer engagement throughout the whole organisation.
• Full driving licence required and use of own vehicle.

Benefits of working with Ongo include:

• 30 days paid holiday plus bank holidays and your birthday off
• Exceptional leave
• 15 hours per year paid volunteering
• Annual pay review
• Mileage reimbursement at 45p per mile
• Free parking (pass provided)
• “No sick days” voucher
• 9.5% pension contribution (Aviva)
• 3x salary life assurance policy
• Enhanced maternity/paternity pay
• Simply Health package (including Pro-counselling for family members)
• Housing Perks
• Agile working
• Home working equipment provided
• Local gym discounts
• Discounts at Costa and Starbucks (town centre)
• Car lease scheme

Main Responsibilities

• Organise and support tenant forums, focus groups, and community events.
• Encourage and support tenants to get involved in decision-making processes.
• Build relationships with tenants to understand their needs and promote active involvement.
• Provide support and assistance to members of the team, dealing with enquiries from customers, volunteers, colleagues, managers, and board members, provide advice and guidance or specific actions as required.
• Deliver practical support and solutions to enable effective digital engagement with customers and other stakeholders.
• Provide 1:1 support to volunteers to enable them to use social media and other digital methods of communications.
• Arrange meetings, consultation events and activities, considering the appropriate methods such as video conferencing or face to face meetings, suitable use of venues and hospitality / transport were required.
• Prepare for and attend meetings, including invites and agenda circulation, minute taking, identifying matters arising from minutes, chasing actions and reports, preparing, collating, and forwarding papers, as necessary.
• Maintain accurate records of engagement activities, attendance, and outcomes.
• Prepare a wide range of documentation including written reports, data analysis, newsletters, publicity displays, leaflets etc.
• Use databases, spreadsheets and reports, maintaining accurate computerised records.
• Capture volunteer diversity profiles to assess the representation on groups.
• Keep the customer engagement section of the public & internal websites up to date.
• To be aware of safeguarding vulnerable adults and children, reporting any concerns via Ongo’s Safeguarding policies and procedures.
• Support the induction and onboarding of new involved tenants, helping them understand their role, access resources, and feel confident in contributing to engagement activities
• Meet with volunteers and groups to offer guidance, support and mentoring in the creation of leaflets/newsletters and the use of Elearning modules.
• Assist at promotional events or visit tenants’ properties to promote customer engagement opportunities.

Skills, Competence, Experience Required

• Good oral and written communication skills including the ability to use plain English
• Ability to prepare quality written documentation including reports, minutes and promotional content
• Excellent ICT skills, including Microsoft word, excel, databases and digital communication tools
• Ability to produce promotional material (leaflets, newsletters, posters)
• Ability to use social media and other digital forms of communication effectively.
• Able to deal assertively with challenging behaviours.
• An understanding and commitment to equal opportunities
• Experience in tenant engagement and/or customer service desirable
• Able to meet the physical demands required for attending and helping with events out in the community
• Full driving license required and use of own vehicle.

Lone Working

• The post will be desk based, but may require visiting estates, attending events and meetings in public places, customers’ homes or via video conferencing, and sometimes outside of normal office hours
• May occasionally have to deal with potentially difficult customers in challenging situations.
• A lone working device will be required.

Health & Safety

• To be aware of risks to personal safety, other employees, customers, company property and company reputation and to highlight such risks to managers immediately.

Environment and Sustainability

• To ensure the environment and sustainability policies are understood by the post holder.
• To promote the importance of considering the environment and sustainability in the role
• To treat the environment with respect and commit to ensuring all services/activities that are provided in this role have taken the impact on the environment into consideration/action plans.

Risk Management

• To be able to identify risks that may affect the achievement of personal and service objectives. To support the organisation's risk management process through effective communication and carrying out actions to reduce identified risks.

• Equality & Diversity
• To promote equality and diversity to all.
• To ensure all customers’ needs are understood and the service meets individual needs, including in relation to the protected characteristics and customers with additional support needs.
• To always treat everyone with dignity and respect.

Position in Organisation

• Not responsible for direct supervision of staff.

We want our organisation to reflect the communities we serve, and we actively encourage applications from candidates of all backgrounds, particularly those from groups currently under‑represented in our workforce.

 As a Disability Confident Employer, we are committed to creating an inclusive and accessible recruitment process. This means we actively encourage disabled candidates to apply, we work to remove barriers within our recruitment practices, and we guarantee to consider applicants with a disability who meet the essential criteria for the role.

 If you need any adjustments at any stage of the recruitment process, please let us know. We are happy to support you to ensure you can perform at your best.