Manager - Customer Engagement

Location Merseyside
Discipline: Customer Relationship
Job type: Permanent
Salary: £40,527 - 51,180
Contact email:
Job ref: 002382
Published: 17 days ago
Expiry date: 28 Jul 2024 23:59

Department: Community Investment & Engagement

Reports To: Head of Community Investment & Engagement

Directly Responsible For: Officer – Customer Engagement, Co-ordinator – Community Investment & Engagement

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 leading the development and delivery of the business’ customer engagement programme and delivery of the Customer Engagement Strategy, incl. evidencing compliance to the Transparency, Influence and Empowerment Standards.

*        The role holder is responsible for working with colleagues across the business to ensure customer engagement and feedback is at the heart of our decision making, and used to inform policies, processes, and service improvements.

Key working relationships

*        The role holder line manages the Officer- Community Engagement and Coordinator -Community Investment & Engagement.

*        The role holder is required to liaise with colleagues across Customer Insight and the wider business to identify opportunities where customer engagement and feedback could be used to inform decision making, then design and deliver effective customer engagement activities.

*        The role holder is required to liaise with the Governance and Marketing Teams, to ensure we effectively evidence compliance with Consumer Regulation and promote this to customers.

*        Externally, the role holder is required to work in collaboration with a range of stakeholders, including customers, local authorities, 3rd party agencies and other key partners, to develop and implement customer engagement activities and ensure effective representation.

*        The role holder is responsible for co-ordinating and overseeing the work of the customer scrutiny panel (QuIP).

Main duties & responsibilities

*        Lead the formal Customer Engagement Approach across the business, evidencing compliance to the Transparency, Influence and Accountability Standard.

*        Oversee and support the Customer Scrutiny Panel (QuIP) to agree and deliver an annual programme of scrutiny and assurance, including production of QuIP Review reports and action plans.

*        Development of a sector-leading Customer Engagement approach and delivery plan - detailing how and why we will engage with customers.

*        Facilitate the delivery of the engagement plan, working with teams across the business and supported by the Officer - Customer Engagement.

*        Development of new and creative ways of engaging with our customers, ensuring effective representation.

*        Collaboration with colleagues across the business to identify areas of focus which would benefit from customer engagement and feedback, design and deliver effective customer engagement plans.

*        Work with the Governance Team to complete regulatory returns on Consumer Standards; ensuring that customer feedback, scrutiny and assurance is clearly evidenced.

*        Oversee the collection and evaluation of customer feedback and insight, providing this to colleagues in a format which enables them to take meaningful action in response.

*        Work with the Marketing & Communications Team to deliver a communications plan which ensures customers are aware of the various ways they can provide feedback or get involved in engagement or scrutiny activities.

*        Closing the feedback loop – Working with the Marketing & Communications Team, ensure we effectively communicate to customers and colleagues, how customer feedback has been used to inform the development of policies, processes, or service improvements.

*        Ensure process compliance across the team.

*        Stay abreast of best practice to deliver continuous improvement of the service.

*        Set and monitor team performance targets, identifying where interventions are required.

*        Input to service improvement initiatives and change projects.

*        Undertake environmental scanning and input to changes to policies and processes.

*        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

*        Livv is fully compliance with regulatory requirements relating to customer engagement and involvement.

*        Customer engagement and feedback is representative of wider customer base (e.g. across identified customer segments / personas)

*        Innovative engagement methods are identified and used to increase the number of customers we engage with.

*        Demonstrable evidence of how customer feedback has informed decision making in relation to policies, processes and service improvements.

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.

Please read the full Person Specification for the role here

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.

Disability Confident 

The Equality Act protects disabled people from discrimination, and we welcome applications from disabled people. The Equality Act defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect, usually at least 12 months, on their ability to carry out day to day activities.

We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities.

Data Protection 

We fully recognise your rights under current Data Protection Laws and are committed to protecting the privacy and security of your personal information. We collect and process personal data relating to applicants to manage the recruitment process effectively, including for statistical purposes.

For full details please see our Job Applicant Privacy Policy

If you require any additional support when completing your application, please contact us