Customer Engagement and Scrutiny Coordinator

Customer Engagement and Scrutiny Coordinator

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Customer Engagement & Scrutiny Co-Ordinator                                        

Ashington

Salary:                        £25,974 per annum

Hours:                        37 per week, Monday to Friday

Contract:                    Permanent

Closing Date:             5pm on Wednesday 24th June 2026

If you’re passionate about making a real difference to customers, then our Customer Engagement & Scrutiny Co-Ordinator role is for you. Join us to support impactful engagement that drives meaningful service improvements.

Role Benefits:

• 28 days annual leave (plus bank holidays) for full-time employees; pro-rata for part-time employees.
• Working from home up to 2 days per week.
• Health cash plan membership so you can save money by claiming cash back – over £1000 each year - towards essential healthcare such as dental, optical, physio and loads more.  We’ll also cover the costs of including any dependent children in the scheme – up to the age of 21 or 24 if in full time education – that you may have.
• Access to savings on gym memberships plus cash back and discounts on purchases from major retailers including supermarkets, travel, cinema and more. 
• Generous pension scheme with life insurance of 3 x salary.

About the Customer Engagement & Scrutiny Co-Ordinator Role:

This role will involve:

Supporting the Customer Engagement and Scrutiny Lead in the planning and delivery of tenant engagement activities, including:

• Tenant Voice Panel meetings
• Focus groups, surveys, and consultation sessions
• Community-based engagement events and drop-ins

Supporting facilitation and tenant participation for both in person and virtual engagement sessions.

Helping to create a welcoming, inclusive, and accessible environment for all tenants involved

Providing administrative support for all engagement activity, including:

• Arranging meetings, venues, and logistics
• Preparing and distributing communications, agendas, and materials
• Maintaining accurate records of attendance, feedback, and actions

Supporting the coordination of engagement calendars, invitations, and follow-up communications to our customers.

Acting as a first point of contact for tenants involved in engagement activities

Supporting tenants to understand information, documents, and policies in accessible formats

Ensuring communication is clear, timely, and tenant-friendly

Recording and collating tenant feedback from a variety of engagement methods

Ensuring tenant insight is captured clearly and accurately to inform service improvement

Assisting in coordinating tenant involvement in scrutiny reviews and consultations

Supporting tenants to share their lived experience and feedback effectively

Contributing ideas to improve engagement approaches and participation

Promoting a culture of listening to tenants and acting on feedback.

Your Experience:

Successful candidates will need:

Essential:

Experience in an administrative or customer-focused role

Strong organisational skills and attention to detail

Excellent written and verbal communication skills

Ability to engage confidently with a wide range of people both over the telephone and face to face.

Experience of using Microsoft Office (particularly Word, Excel, and Outlook).

Desirable:

Experience working with tenants, communities, or in a social housing environment

Understanding of customer engagement, consultation, or community involvement

Experience supporting events, meetings, or workshops

A full UK driving licence – although not essential.

About us:

We’re all about helping people in need of housing.  We believe a good home makes lots of other things possible, so we provide great homes and services that do just that.

We’ve built Bernicia to be a business that people want to be a part of.  We’re one of the North East’s largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers.

We operate within a set of simple, but effective values, which blend perfectly to create our unique ‘Bernicia Way’ culture. This ensures we are customer focused, through working together, respecting each other, being accountable for our actions and demonstrating integrity and leadership.

Interviews will be taking place week commencing Monday 29th June 2026.

For more information regarding this role, please contact:

Laura Ward, Customer Engagement & Scrutiny Lead on (phone number removed) 

 We reserve the right to close this vacancy earlier than advertised, should we receive a large volume of applications.

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The Group is fully committed to the promotion of equal opportunities and we particularly welcome applicants from groups who are currently under represented at Bernicia.