CALICO HOMES

JOB DESCRIPTION

POST: Customer Engagement Business Advisor

SERVICE AREA:Regeneration

JOB PURPOSE:To provide a specialisedbusiness partnering service which supports the Calico group of companies to successfully engage with their customers to identify current and futureneeds, preferences and expectations, in order to support effective business decision making.

RESPONSIBLE TO:Customer Engagement and Social Value Manager

RESPONSIBLE FOR:None

KEY DUTIES AND RESPONSIBILITIES:

  1. To act as a “Business Partner” to all services within the Calico group of businesses, as required, to provide a high quality, proactivecustomer engagement advice and guidance service which helps shape business and customer outcomes and which ensures compliance with any regulatory or contract-driven requirements.
  1. Support services to clearly identify their engagement objectives, working with the Business Improvement Service to ensure best use of existing customer intelligence/insight, in order to achieve outcomes and value for money. Provide advice and guidance on outcome and impact measures to enable effective post-activityevaluation.
  1. Confidently and constructively challenge where appropriate in order to help services achieve a meaningful, high quality, evidence-based outcome which is of value to their service.
  1. Co-ordinate, promote and develop Calico Crew activity, increasing organisational access, and volume and diversity of customer engagement. Increase organisational accountability to customers by promoting opportunities to members to nominate key discussion or scrutiny topics.
  1. Develop and lead a group-wide network of staff “Customer Engagement Champions” to develop and share cross-organisational learning and best practice in customer engagement knowledge and skills.
  1. Identify any training or support that staff require in order to confidently and effectively carry out customer engagement activity. Source or deliver engagement support and training as appropriate.
  1. Develop and maintain a “tool box” of modern, creative and accessible customer engagement techniques which reflect customer lifestyles and communication preferences, in order to increase levels and diversity of take-up, and produce evidence-based results using which decisions can confidently be taken. Help services understand the different tools available to them and provide clear guidance as to their appropriateness in the required context.
  1. Positively promote all aspects of customer engagement within the Calico group to ensure that all services understand and embrace the principles and benefits of involving customers in their work. Work with services to ensure that their customers are aware of the opportunities available to them.
  1. Collect and maintain information to support production of a quarterly overview of engagement activity and outcomes throughout the Calico group. Contribute to the identification ofany emerging themes, customer concerns, or opportunities which would support the development of further customer insight and service delivery.
  1. To undertake training and development where identified to meet the required standards
  1. To be proactively involved in the work of a Corporate Group in order to make an effective contribution to the successful achievement of the group’s aims and objectives
  1. To carry out any other duties appropriate to this post, as necessary or as requested

Footnote

This Job Description summarises the major responsibilities of the post. It is not intended to exclude other activities, nor future changes from the postholder’s responsibilities.

CALICO HOMES

PERSON SPECIFICATION

POST:Customer Engagement Business Advisor

Selection Criteria
/ Essential/
Desirable
E/D / Means of Assessment:
QUALIFICATIONS:
1. / Marketing or Business Administration qualification / D / A/C
2. / Maths and English GCSE or equivalent / E / A/C
EXPERIENCE:
1. / Experience of building successful business-to-business partnerships in order to understand and provide solutions to different business needs. / E / A/I
2. / Experience of developing and implementingmodern, creativeapproaches in order to increasecustomer engagement across a wide range of customer demographics and services. / E / A/I
3. / Experience of evaluating new situations and challenges and taking a proactive approach to developing outcome-focussed solutions. / E / A/I
4. / Experience of carrying out evidence-based project/activity assessment and evaluation. / E / A/I
5. / Experience of identifying new opportunities and influencing others to take action / E / A/I
6. / Experience of leading and motivating a small team of people to meet Company objectives / D / A/I
7. / Experience of carrying out research and producing recommendations / D / A/I
8. / Experience of delivering presentations and training to small groups of people. / D / A/I
SKILLS AND KNOWLEDGE:
1. / A good knowledge of modern customer engagement techniques and trends across a range of market sectors and customer demographics. / E / A/I/P
2. / Ability to manage and prioritise a diverse workload / E / A/I
3. / A good understanding of the range of challenges faced by customers across the Calico group / D / A/I/P
4. / Confident communication and negotiation skills at all levels of the business / E / A/I/P
5. / An appetite for trying new things, with a positive attitude to learning from the things that might not work out as intended. / E / A/I
6. / Excellent written and verbal communication skills. / E / A/I
7. / Good IT skills, including Microsoft Word, Excel, Access, Powerpoint, Publisher, Project / E / A
8. / Good research and evaluation skills. / E / A/I
9 / Ability to work on own initiative and as part of a team. / E / A/I
OTHER REQUIREMENTS:
1. / Must be passionate about delivering high standards of Customer Service / E / A/I
2. / Must be passionate about delivering excellence within Customer Engagement / E / A/I
3. / Positive commitment to Diversity and Equality / E / A/I
4. / Able to be flexible in approach to hours worked (in order to attend occasional meetings etc) ability to work outside normal hours / E / I
5 / Evidence of continuous improvement either professional or personal / E / A/I
6. / Full driving licence and use of vehicle during working hours. / E / A

Method of Assessment

A Application form

IInterview

P Presentation

W Written Exercise

SSkills test

CProduction of Certificates

BEHAVIOURS:
The following behaviours describe how we expect staff to go about their work in a day to day basis. These behaviours help to create a workplace where everyone who works with Calico has the opportunity to learn and grow their talents in an environment where they feel valued and supported and where their efforts are rewarded and recognised. These behaviours will be assessed during the interview stage.
Passionate about customers
Customer focus is at the heart of what we do at Calico. This can be whether you deal with customers who live in our neighbourhoods or internal customers from other teams or partner organisations.
Rising to the challenge
Calico is an ambitious organisation that is determined to keep improving. This means that every member of staff should be supported to work at a pace and level that enables us to bring about the positive changes we want to achieve.
Committed to Calico
We all need to get the best out of our time at work and also put the best of ourselves into the work we do. To make sure we continue to achieve as an organisation we need dedicated staff to keep us moving forward.
Maximising Potential
There are always opportunities for us to work smarter, not harder, and that’s exactly what we need to do to make sure everybody achieves their potential. This means showing a willingness to try new things and put things right where necessary.
Inspiring leadership
We need confident managers who communicate honestly and appropriately, who lead by example and deliver on promises. They need to motivate, support, challenge and reward their teams to achieve high performance and coach their staff to unlock and develop their full potential / E
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