Customer Voice Champion (12 months)
We’re seeking a proactive Customer Voice Champion to join our team until end of March 2027 to cover an internal secondment. You’ll play a key role in delivering our Customer Strategy by making sure we listen and learn from every customer. You’ll use all channels – digital, in person, and in communities - to reach as many voices as possible. You’ll design inclusive, creative ways to engage customers, using digital tools and our Your Voice platform so It’s easy for everyone to share their views at a time that suits them.
You’ll also champion social value by supporting community initiatives that help customers feel proud of where they live and strengthen local partnerships. Together, you’ll build a Customer First culture and make life easier for customers. You’ll also work with the In-Focus team and Customer Equity Networks to embed scrutiny so diverse voices shape decisions and lead to real change.
About us
We are a social housing landlord and one of the largest housing providers in the region with over 22,000 social and affordable homes, mainly in the Bradford district. We employ a talented workforce of nearly 1,000 people.
This year we’ve launched our five-year Corporate Strategy, which runs to 2029. Our purpose is to provide high quality homes, services, and support to our customers, so we’ve worked with colleagues and customers to find out what’s important to them. Our customers sit at the heart of what we do, and our colleagues are the people who’ll help us achieve our vision, which is to create the best customer experience to improve everyday lives.
Duties include:
- Work closely with the Insight Champion to use insight as the starting point for all engagement projects, to reality-check themes, sense-check emerging trends and understand deeper customer needs.
- Share customer-led findings in simple, clear language that services can act on.
- Lead customers and groups like In-Focus and Equity Networks to design and deliver meaningful engagement activities and projects.
- Help design scrutiny and co-design projects that are accessible, inclusive, representative, and focused on driving impactful change in services.
- Create innovative ways to connect with customers where they live. Use feedback to shape neighbourhood plans, support regeneration, and deliver social value.
- Support social investment projects by gathering customer views before, during and after delivery.
- Work with TARAs, customer groups and forums, partnership networks and other stakeholders to gather targeted feedback on key services.
- Work with the Community Partnership Lead to strengthen relationships with local partners and community networks.
- Manage Funding In-Communities from delivery to evaluation, to deliver projects that strengthen communities and promote equality.
- Help customers see the changes their voice creates in creative and accessible ways.
- Feed engagement outputs into the Customer Impact Report and Central Action Tracker.
- Work with both the Insight Champion and Partnership Lead to test new, inclusive, creative approaches.
Requirements
- Experience leading on co-design, consultation or scrutiny work.
- A sound understanding of the different needs and experiences of diverse customer groups, and a commitment to creating fair and inclusive services.
- Knowledge of tools like Canva (or similar) to create simple, engaging content.
- Awareness of how to use customer insight to inform engagement, including understanding feedback themes and customer trends.
- Experience gathering feedback through methods such as surveys, conversations, digital routes, events or community outreach and using this to shape engagement or service improvement.
- Ability to build strong partnerships with customers, colleagues and community groups.
- Strong attention to detail, especially when capturing and sharing feedback.
- Commitment to equality, diversity, and social value. Care deeply about reaching underrepresented voices.
- Experience planning and organising small projects, engagement activities or events from start to finish.
- Driving licence with own vehicle as this role will require you to travel and meet customers our in the community.
Benefits
- Salary from £33,646 per year
- Social Housing Pension Scheme with up-to 10% employer contribution
- 28 days annual leave that increases with service plus bank holidays
- Option to buy and sell annual leave
- Training, development, and qualification opportunities
- Our Hub: our wellbeing and benefits site, with exclusive access to discounts and savings (at over 800 retailers)
- Corporate health scheme membership
- Hybrid working with 2 days in the office per week
- Access to an Employee Assistance Programme
- Cycle to work scheme
- Local gym membership discounts.
- A team of trained Mental Health First Aiders who are available for colleagues to contact for support
Join Our Team!
We’re looking for great people to join us! At Incommunities, we’re committed to creating a workplace where everyone feels valued, included, and supported. We actively welcome applicants from all backgrounds, abilities, and experiences—because we know that diverse perspectives make us stronger.
Based in Bradford, a city known for its rich cultural diversity, we serve vibrant communities. As a social housing provider, we’re passionate about making a real difference by providing safe, affordable homes and improving lives.
Our recruitment process is designed to support you every step of the way. If you need any adjustments or assistance, just let us know.
We’re proud to be a Mindful Employer, committed to mental health and wellbeing. We also hold the ‘Committed’ Menopause Friendly Accreditation, recognising the importance of support in the workplace.
💡 Apply early! We review applications as they come in and may close the advert before the deadline.
Ready to make an impact? Come work with us!