Department: Community Investment & Engagement
Reports To: Head – Community Investment & Engagement
Directly Responsible For: N/A
Hours: 37
Overall team / department
The Community Investment Team leads the development and delivery of our community investment programmes, to achieve our corporate plan and create social impact for our customers and their communities. The programmes are delivered through collaboration with external stakeholders, commissioned projects and in-house delivery.
The Customer Engagement Team leads the development and delivery of customer engagement programmes and delivery of the Group’s Customer Engagement Strategy, ensuring customer voice is at the heart of our decision making.
The Service Improvement Team provides the Customer Insight Directorate with central co-ordination of process compliance, performance data and analysis, and continuous improvement activity.
Key role priorities
This role is responsible for supporting customer service delivery in respect of the provision of specialist support and collaboration with external partner organisations. Specifically, this involves continually developing relationships with, and maintaining team awareness of, a broad range of external support services for use in meeting customers’ needs.
Key working relationships
* The role holder is required to work closely with colleagues in Customer Insight, to ensure they stay aware of the services external agencies provide, in order to enhance the service, offer to our customers.
* The role holder is required to work with the Officers - Community Investment to assess any gaps in existing service provision, and identify suitable external partners to work with to fill these gaps.
* The role holder is required to develop and maintain strong working relationships with a wide network of external agencies and other local stakeholders.
Main duties & responsibilities
* Continually develop and maintain relationships with, and maintain team awareness of, a broad range of external support services for use in meeting our customers’ needs.
* Map and maintain an up to date directory of support services that will enable customer facing colleagues to signpost customers most appropriately.
* Work with Customer Insight colleagues to identify requirements for any services not currently provided – identify how these can be sourced and confirm any arrangements with 3rd parties.
* Work with local stakeholders to continually stay aware of the services that other agencies and 3rd party organisations offer and ensure that relevant staff across Customer Insight are aware of these.
* Provide the key point of contact for the organisation for external agencies providing support services – including establishing clear referral routes and/or partnership working arrangements.
* Support Community Investment Officers to identify external partners best placed to support delivery of Community investment objectives.
* Provide the key point of contact between Livv and external agencies providing support services.
* Identify opportunities to improve the processes and feed these to the Head of Community Investment & Engagement.
* Attend external networks and events as appropriate, to develop relationships with external partners and services.
* Complete any other tasks as commensurate with the level and nature of the post as delegated by the role’s line manager.
Key measures of success
* Accurate and update directory of external support services.
* Number of Livv referrals made by Customer Insight colleagues to external support services.
* Clear referral processes, eligibility criteria and/or partnership working arrangements established.
* Effective identification of external organisations best placed to support delivery of new Community Investment programmes.
Livving our values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a difference daily
We invest in our people, our customers and in the creation of a fairer society.
Positively open
We’re open to feedback at all times, as we strive to deliver a first-class customer experience.
Forging the right way
We’re creating an inspiring road which others will want to follow.
Together as one
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each one of us
- listens to our customers and makes their needs a priority
- is committed to equality, diversity and inclusivity
- takes a flexible approach and works where we’re needed
- follows health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague and third-party data
- is guided by our policies, procedures and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Person Specification
E - Essential criteria / D - Desirable criteria
Education & Qualifications
3 GCSEs (Level 4 or above) or equivalent relevant customer service experience (E)
Experience
Previous relevant experience in a customer service-oriented role (E)
Development of referral pathways and/or partnership working arrangements with external service providers (D)
Relationship management with external service providers (D)
Skills, knowledge & ability
IT skills, including use of Microsoft Office applications (E)
Strong communication and interpersonal skills (E)
Good planning, organising and time management skills (E)
Personal characteristics
Self-motivated and able to work under own initiative (E)
Customer focused approach (E)
Effective problem-solving skills (E)
Other
Flexibility in approach to hours and locations worked (E)
Able to work and travel independently (E)
Give Get Go
As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.
Should you wish your application to be considered under this scheme, please contact us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.
Equality and Inclusion
Please visit here to read more about Livv inclusive and our approach to equality and inclusion.
Disability Confident
The Equality Act protects disabled people from discrimination, and we welcome applications from disabled people. The Equality Act defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect, usually at least 12 months, on their ability to carry out day to day activities.
We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities.
Data Protection
We fully recognise your rights under current Data Protection Laws and are committed to protecting the privacy and security of your personal information. We collect and process personal data relating to applicants to manage the recruitment process effectively, including for statistical purposes.
For full details please see our Job Applicant Privacy Policy
If you require any additional support when completing your application, please contact us