Asset Engagement & Information Officer

This is a job working for Ongo. It is a maternity cover position and will run until at least 19 August 2027

Salary £28,641 pro rata

Job Summary

 To provide comprehensive assistance and support to the Assets & Sustainability Team to enable efficient management, facilitation and co-ordination of planned projects, data, customer communications, engagement and satisfaction.

Benefits of working with Ongo include:

• 30 days paid holiday (pro rata) plus bank holidays and your birthday off
• Exceptional leave
• 15 hours per year paid volunteering
• Annual pay review
• Mileage reimbursement at 55p 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

• Accurate Record Keeping: Maintain, update, and manage asset component and customer interaction records using IT systems and CRM tools, supporting the System Manager and ensuring timely updates to data completeness and integrity.
• Meeting & Event Coordination: Organise, attend and support meetings and events (virtual or in-person), manage logistics, record minutes, and follow up on actions.
• Customer Journey: Communicate effectively with customers, colleagues, and external partners across formats (face to face, telephone emails, texts, leaflets), promoting service transparency and accessibility.
• Customer Interaction Management: Log and maintain detailed records of all customer contacts, feedback, and support needs, ensuring consistent and responsive service.
• Internal and External Communications: Draft and share updates on team initiatives, maintain internal/external web content, and contribute to promotional efforts with the PR and Project teams.
• Surveyor Diary Management: Lead on the scheduling and coordination of stock surveyor appointments, optimising contact and completion rates.
• Customer Satisfaction & Service Improvement: Monitor feedback channels to identify dissatisfaction trends and work on strategies to enhance customer experience.
• Project Delivery Support: Facilitate pre-construction tasks, liaise with contractors, handle decoration grants, and resolve access and onsite delivery issues.
• Administrative & Financial Tasks: Process invoices and purchase orders, and support continuous improvement within team systems and workflows.
• Safeguarding & Organisational Responsibility: The post holder will be expected to be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures.

Skills, Competence, Experience Required

• Able to demonstrate at least 1 year of experience in a role involving customer engagement and data management
• Minimum of a level 3 qualification in an appropriate field which links to the role.
• Highly effective verbal and written communicator with strong command of Plain English and inclusive language.
• Experienced in producing accessible content such as newsletters, promotional materials, and digital communications across platforms.
• Committed to delivering quality, customer-focused services with a respectful and inclusive approach.
• Confident in managing negotiations and resolving challenges independently, adapting to changing priorities with flexibility.
• Proven ability to manage multiple tasks, meet tight deadlines and maintain attention to detail in dynamic environments.
• Advanced skills in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and comfort with CRM/data systems.
• Strong capacity to extract and present data effectively.
• Skilled in organising public meetings, consultation events, and internal sessions, including all pre- and post-meeting administration.
• Confident in developing engaging content to be shared within the business and publicly.
• Self-motivated and proactive, with a collaborative mindset and ability to contribute effectively to team goals.
• Strong focus on continuous service improvement and openness to learning and applying new approaches or technologies.
• Awareness of Health & Safety principles and environmental responsibility.
• Holds a full UK driving licence and access to a vehicle for travel as required.

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.

Ongo Recruitment will act as an employment agency on your behalf in seeking permanent employment opportunities. We understand that you are seeking work. By continuing with our registration process, you agree to Ongo Recruitment providing work-finding services to you.