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Inclusion Manager

Housing Association

London

Permanent ⁄ £34000 - £36000

Updated March 21, 2012

The Inclusion Manager is responsible for ensuring that an innovative and high quality approach in the areas of complaints and feedback (customer services), social inclusion and co-production and involvement.

Working closely with both staff and customers, they will deliver a customer services system that is responsive, delivers against all key targets and time-scales and ensures thatthe organisation takes account of the latest good practice. This includes effectively managing all complaints and feedback, improving the way that customers communicate with the organisation and ensuring that we regularly capture key customer satisfaction data.

The role will also deliver on the organisation's Customer Involvement Strategy to ensure that customers are actively involved in a way that suits them. In particular the CSIM will build on our innovative model of personalisation to deliver a programme (known as experts by experience) that actively enables customers to be involved in the design and delivery of services.

They will also take the lead on implementing the Social Inclusion Offers with the aim to deliver a series of activities and measures to significant improve outcomes for customers.
Provide the organisational lead for marketing and communication with support to produce key marketing and communications material as well as in managing the relationship with external suppliers.

As the manager of the Customer Services and Social Inclusion Team the post holder should also provide clear leadership and support staff to set and achieving challenging performance targets as part of the wider strategy and vision for the department.

Who we're looking for
The ideal candidate for this position will have inclusion experience and be good at communicating with people. Other key skills will be:
 Is creative and willing to challenge existing approaches
 First rate presentation and report writing abilities
 Sound financial management skills
 Approachable and open behaviour
 Fundamentally calm and resilient
 Enjoys managing others and is assertive
 Has a practical and logical mind
 Thrives on change and enjoys dynamic environments
 Demonstrates significant confidence and high levels of self-esteem
 Is motivated towards excellence
• 1-2 years management experience (or clearly identifiable transferable skills)
• 1-2 years experience of working with vulnerable people in either a customer service or service delivery setting

About our client
My client is a leading housing association based in London.

What's on offer
Salary is between£34,000 - £36,000

Michael Page Contact
For further info, apply or phone on 020 7831 2000. Job Ref: 13217434
Your application will be sent to Charlie Empson.

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