Customer Engagement and Scrutiny Lead
| Posting date: | 21 November 2025 |
|---|---|
| Salary: | £36,047 per year |
| Additional salary information: | including car allowance |
| Hours: | Full time |
| Closing date: | 05 December 2025 |
| Location: | NE63 0XF |
| Remote working: | On-site only |
| Company: | Bernicia Group |
| Job type: | Permanent |
| Job reference: | 296297JCP |
Summary
Customer Engagement and Scrutiny Lead
Location: Ashington
Contract: Permanent
Hours: 37 per week
Salary: £36,047 per annum (inclusive of car allowance)
Closing Date: Friday 2nd December, 5pm
Are you passionate about giving tenants a voice and making sure they're heard where it matters most?
As our Customer Engagement and Scrutiny Lead, you'll be the bridge between our tenants and the decision-makers at Bernicia. Your mission will be to create opportunities for all our customers to share their experiences, ideas and concerns, and then make sure those voices shape what we do. You will be supporting the vision of ‘customer led priorities, community wide impact’.
The Benefits:
28 days annual leave (plus bank holidays) based on a full-time role
Working from home up to 2 days a 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
What you'll be doing:
You'll be responsible for delivering our engagement and scrutiny strategy, making sure every tenant has the opportunity to be heard. This includes:
Creating diverse engagement opportunities, using a mix of traditional and digital approaches including surveys, polls, focus groups, online discussions and community events to connect with all our residents, particularly those who might be harder to reach.
Bringing tenant voices to life by gathering feedback and lived experiences from residents and presenting them in compelling ways to our internal teams and senior leaders, ensuring their views shape our service delivery.
Exploring and managing digital engagement tools where residents can share their needs, concerns and suggestions for improvement away from traditional engagement methods.
Managing our Customer Engagement Coordinator and working together to deliver meaningful tenant involvement that drives business improvement.
Understanding regulatory requirements, liaising with TPAS and working towards achieving, and then maintaining TPAS accreditation.
Working closely with the Customer Research & Insight Manager and other stakeholders to ensure tenant feedback informs decision-making.
About you:
What we're looking for:
We need someone who genuinely enjoys talking with people and, more importantly, listening to them. You'll be great at this role if you:
Can chat with anyone and make them feel heard – whether that's face-to-face, online, or in a group setting
Have experience running engagement or involvement projects and seeing them through from start to finish
Feel comfortable working with everyone from frontline staff to senior leaders
Can explain things clearly in different ways depending on who you're talking to
Are good at juggling multiple tasks and know how to prioritise when things get busy
Embrace diversity and create spaces where everyone feels welcome to contribute
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.
Everything about Bernicia is people focused, that’s why we’ve held the Investors in People Gold Award since 2010.
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.
Please note you will be required to drive for business, and will be required to hold a current and valid driving licence.
For more information regarding this role, please contact: Lynne Pitwood on 07899946842
We reserve the right to close this vacancy earlier than advertised, should we receive a large volume of applications.
________________________________________________________________
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.
Location: Ashington
Contract: Permanent
Hours: 37 per week
Salary: £36,047 per annum (inclusive of car allowance)
Closing Date: Friday 2nd December, 5pm
Are you passionate about giving tenants a voice and making sure they're heard where it matters most?
As our Customer Engagement and Scrutiny Lead, you'll be the bridge between our tenants and the decision-makers at Bernicia. Your mission will be to create opportunities for all our customers to share their experiences, ideas and concerns, and then make sure those voices shape what we do. You will be supporting the vision of ‘customer led priorities, community wide impact’.
The Benefits:
28 days annual leave (plus bank holidays) based on a full-time role
Working from home up to 2 days a 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
What you'll be doing:
You'll be responsible for delivering our engagement and scrutiny strategy, making sure every tenant has the opportunity to be heard. This includes:
Creating diverse engagement opportunities, using a mix of traditional and digital approaches including surveys, polls, focus groups, online discussions and community events to connect with all our residents, particularly those who might be harder to reach.
Bringing tenant voices to life by gathering feedback and lived experiences from residents and presenting them in compelling ways to our internal teams and senior leaders, ensuring their views shape our service delivery.
Exploring and managing digital engagement tools where residents can share their needs, concerns and suggestions for improvement away from traditional engagement methods.
Managing our Customer Engagement Coordinator and working together to deliver meaningful tenant involvement that drives business improvement.
Understanding regulatory requirements, liaising with TPAS and working towards achieving, and then maintaining TPAS accreditation.
Working closely with the Customer Research & Insight Manager and other stakeholders to ensure tenant feedback informs decision-making.
About you:
What we're looking for:
We need someone who genuinely enjoys talking with people and, more importantly, listening to them. You'll be great at this role if you:
Can chat with anyone and make them feel heard – whether that's face-to-face, online, or in a group setting
Have experience running engagement or involvement projects and seeing them through from start to finish
Feel comfortable working with everyone from frontline staff to senior leaders
Can explain things clearly in different ways depending on who you're talking to
Are good at juggling multiple tasks and know how to prioritise when things get busy
Embrace diversity and create spaces where everyone feels welcome to contribute
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.
Everything about Bernicia is people focused, that’s why we’ve held the Investors in People Gold Award since 2010.
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.
Please note you will be required to drive for business, and will be required to hold a current and valid driving licence.
For more information regarding this role, please contact: Lynne Pitwood on 07899946842
We reserve the right to close this vacancy earlier than advertised, should we receive a large volume of applications.
________________________________________________________________
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.