Directorate: Customer Insight
Department: Community Investment & Engagement
Reports To: Officer – Community Investment
Directly Responsible For: N/A
Hours: 37
Overall team / department
The Community Investment Team leads the development and delivery of our community investment programmes, to achieve our corporate plan and create social impact for our customers and their communities. The programmes are delivered through collaboration with external stakeholders, commissioned projects and in-house delivery.
The Customer Engagement Team leads the development and delivery of customer engagement programmes and delivery of the Group’s Customer Engagement Strategy, ensuring customer voice is at the heart of our decision making.
The Service Improvement Team provides the Customer Insight Directorate with central co-ordination of process compliance, performance data and analysis, and continuous improvement activity.
Key role priorities
The role holder is responsible for programming and overseeing a varied programme of activities across Livv’s community centres, which deliver meaningful social impact for customers and their local communities.
Key working relationships
* The role holder is required to work closely with customers, customer-led groups and external partners to programme a varied range of activities.
* The role holder is required to work with colleagues across Customer Insight (specifically within the Housing and Community Investment & Engagement Teams) to co-create programming and ensure regular attendance at Community Centres.
Main duties & responsibilities
* Co-ordinate and support the delivery of activities and other uses of community centres, to deliver maximum impact for our customers and communities. This may include customer-led activities, externally delivered activities, or access to services provided by Livv and partner organisations (e.g. Community hub / drop-ins).
* Work with customers, internal teams, and external providers to co-create programming that contributes towards and maximises the achievement of social outcomes.
* Support customers to increase their capacity and capability to effectively run customer-led activity, including the co-ordination of appropriate training.
* Develop and maintain relationships with external partners to support the delivery of a broad programme of activities.
* Maintain a timetable of activities for each Livv community centre.
* Provide support for customer-led groups, including help to access external funding to support programming of activities.
* Co-ordinate wider publicity and engagement to maximise attendance and widen participation at community activities.
* Assess, monitor, review and report on the impact of activities delivered in community centres, incl. measurement of impact and outcomes aligned to our social impact framework.
* Liaise with assets, facilities management and health and safety team to support the ongoing safe management and use of the buildings.
* Monitor the availability of non-fixed assets and equipment (e.g. kitchen and meeting space equipment) for use in the centres.
* Where appropriate, identify opportunities to scale activities to other parts of the borough where we do not have community centres, ensuring all customers have the opportunity to access them (e.g. through collaboration with local community groups or centres).
* Record all one-to-one customer conversations or interactions relating to wider Livv service delivery on the customer dashboard.
* Identify opportunities to improve the processes and feed these to the Officer – Community Investment
* Complete any other tasks as commensurate with the level and nature of the post as delegated by the role’s line manager.
Key measures of success
* A broad programme of activities delivered across all community centres.
* Measurable evidence of community activities contributing towards social outcomes.
* Increased in number of customers participating in community activities.
* support customer-led groups to secure an agreed level of external funding to support programming and delivery of activities.
Livving our values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a difference daily
We invest in our people, our customers and in the creation of a fairer society.
Positively open
We’re open to feedback at all times, as we strive to deliver a first-class customer experience.
Forging the right way
We’re creating an inspiring road which others will want to follow.
Together as one
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each one of us
- listens to our customers and makes their needs a priority
- is committed to equality, diversity and inclusivity
- takes a flexible approach and works where we’re needed
- follows health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague and third-party data
- is guided by our policies, procedures and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Person Specification
E - Essential criteria / D - Desirable criteria
Education & Qualifications
3 GCSEs (Level 4 or above) or equivalent relevant customer service experience (E)
Experience
Partnership working with 3rd party service providers (E)
Co-ordination or delivery of community activities (D)
Evidence of working effectively in co-operation with customers (E)
Experience applying for grant funding (D)
Performance monitoring and reporting (D)
Skills, knowledge & ability
Understanding of social impact and measurement of outcomes (D)
IT skills, including Microsoft office (E)
Excellent communication (oral and written) and interpersonal skills (E)
Planning, organising and time management skills (E)
Ability to adapt to different situations and work effectively with different customers (E)
Personal characteristics
Self-motivated and able to work under own initiative (E)
A confident, empathetic, communicator (E)
Driven to achieve the results (E)
Customer focused (E)
Other
A flexible approach to hours and locations worked (some out of hours working may be necessary) (E)
Able to work and travel independently (E)
Give Get Go
As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.
Should you wish your application to be considered under this scheme, please email us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.
Equality and Inclusion
Please visit here to read more about Livv inclusive and our approach to equality and inclusion.