Customer Voice and Engagement Manager

Are you passionate about putting customers at the heart of everything? Do you know how to turn insight into action - and make services better because of it?

We’re looking for an experienced and driven Customer Voice and Engagement Manager to join our Performance and Improvement team and help shape how we listen, communicate and engage with our customers, ensuring their voice helps shape the services we deliver.

About the Role

This is an exciting opportunity to play a key role in how we understand and engage with our customers across Albyn.

You will be the driving force behind our customer voice, making sure we don’t just listen - but act. From feedback and complaints insight to tenant participation and engagement, you will ensure customer experience shapes the way we deliver services every day and supports continuous improvement.

Leading a multi-disciplinary team covering customer involvement, customer insight, business services and marketing & communications, you will create a culture of customer focus, accountability and continuous improvement.

Working across Albyn Housing Society and Highland Residential, you will collaborate with colleagues at all levels - bringing together insight, communications and engagement to improve services and strengthen our reputation.

No two days will be the same. One day you might be analysing trends in customer feedback, the next shaping a new campaign or working with colleagues to redesign a service based on what customers have told us.

We’re looking for someone who…

• Has experience in customer engagement, customer experience, communications or marketing - ideally in housing or another regulated service
• Understands how to turn customer feedback and complaints insight into meaningful service improvement
• Can develop and deliver engaging communications strategies and campaigns across a range of channels
• Has experience leading people and working collaboratively across teams to deliver change
• Is confident influencing others and championing the customer voice at all levels
• Communicates clearly and confidently, whether that’s with customers, colleagues, or senior leaders
• Enjoys working with data and insight to tell a story and drive change

About Albyn Housing Society

Albyn Housing Society is a progressive organisation with a commitment to providing high-quality, affordable homes across the Highlands.

We are proud of our customer-first approach and are always looking for innovative ways to deliver value for money.

Our values - Being Caring, Being Professional, and Being Adaptable - are at the heart of everything we do.

As our Customer Voice and Engagement Manager, you'll help bring those values to life through how we listen, engage, communicate and continuously improve.

Alternative Job Titles you may have had are: Customer Experience Manager; Customer Insight Manager; Engagement & Communications Manager; Tenant Participation Manager; Voice of the Customer Lead

What we are Offering:

We value our employees and offer many benefits including but not limited to:

• Hybrid working – ‘Hub, Home & Roam’
• 28 days annual leave entitlement plus 12 days business/public holidays
• Development and training opportunities
• Flexible working hours
• Day one sick pay
• Employee benefit discount scheme
• Company pension scheme
• Access to an employee assistance program available 24/7
• Family friendly policies

How to Apply:

Candidates apply by submitting a completed application form or CV along with a cover letter to recruitment@albynhousing.org.uk, to demonstrate your skills, experience and knowledge, which are relevant to the Person Specification and Job Description.

For further information or to arrange a call, please contact Robert Buchanan via email at robert.buchanan@albynhousing.org.uk

Interviews for this role are expected to be w/c 10th August 2026