Customer Engagement and Communications Officer
Westfield Housing Association is looking for an enthusiastic and people-focused Customer Engagement & Communications Officer who is passionate about making a positive difference in local communities and ensuring customers have a real influence on the services they receive.
This new role will lead customer engagement, consultation and communications activities, helping to strengthen customer involvement in decision-making, drive service improvements and build strong relationships across our communities.
To apply please email your CV and a statement (no more than 3 pages) to hr@westfieldha.org.uk, telling us why you are the person we are looking for. Further details can be found in the job pack, which includes the job description, person specification and information about the Association.
Closing Date: 24/08/2026
Main Responsibilities
Lead customer engagement activities, consultations, and events.
Support and develop the Customer Panel and other resident involvement opportunities.
Collect, analyse, and report on customer feedback and satisfaction data.
Create and manage customer communications, including: newsletters, website content, social media updates and customer information materials
Manage complaints and compliments processes and use lessons learned to improve services.
Promote positive community stories, achievements, and social value outcomes.
Support community projects and oversee the Neighbourhood Investment Fund.
Line manage two Customer Service/Administration Assistants (one full-time employee and one apprentice).
What We're Looking For
We’re looking for someone with experience, (professional or voluntary), engaging with customers and residents, gathering and analysing feedback, and turning insight into meaningful service improvements. Strong communication skills are essential, with the ability to create eye-catching content across digital and traditional channels, build positive relationships, and work collaboratively with a wide range of stakeholders.
The ideal candidate will be organised, proactive and confident managing multiple projects, events and priorities, with experience of complaints handling, community engagement, customer consultation or service improvement activities. Previous experience in social housing, community development or customer engagement is desirable, along with the ability to motivate and support others through effective people management. We are looking for someone who shares our commitment to excellent customer service, equality, inclusion and continuous improvement.
What Makes This Role Attractive
Opportunity to influence service delivery and community outcomes.
Chance to make a visible impact within local communities across West Cumbria.
Supportive and collaborative working environment.
Strong benefits package including:
25 days annual leave (rising to 30 with service)
Buy/sell annual leave scheme
Bank holidays plus three additional days at Christmas/New Year
Social Housing Pension Scheme with employer contributions up to 15%
Learning and development opportunities
Published on 07/08/2026
