Thrive Oldham are delighted to be working with our client in the Trafford area who are actively looking to recruit a Customer Engagement Lead
About the Role
Do you want to be part of transforming Adult Social Care in Trafford.
We're looking for a passionate, people‑focused professional to join us on a 6‑month temporary placement as a Customer Engagement Lead which is a pivotal role at the heart of Trafford's Improving Lives Every Day (ILED) programme.
ILED sets out a bold and compassionate ambition: helping people live safe, independent and well‑supported lives. To make that vision a reality, we're reshaping Adult Social Care through meaningful engagement, prevention, and truly person‑centred practice.
If you thrive on amplifying voices, shaping services, and influencing positive change, this role could be the perfect fit.
About you - As our Customer Engagement Lead, you will drive a wide range of digital, virtual, and face‑to‑face engagement activity across Adult Social Care and our partners.
This is a niche role suited to someone with a strong background in Adult Social Care, ideally with experience of working in an integrated health and social care environment.
You'll also play a key part in embedding co‑production and co‑design, making sure residents, families, partners and frontline colleagues are genuinely involved in shaping the future of our services.
You'll be the voice that bridges frontline practice and strategic decision-making.
Please see the role profile for further information
Overview
The Integrated Customer Engagement Team support individuals who are receiving support, including children's and adult's social care, organised by Trafford Council.
Your Main Priorities
Take a lead in managing and implementing various digital, virtual and face to face communication and engagement initiatives in order to provide meaningful feedback to the Improving Lives Every Day programme.
Ensure that innovative, diverse, and inclusive communication and engagement mechanisms are in place for all services in order that those who are seldom heard have a voice within the Council and that meaningful feedback is provided on current and future service delivery in order to help the Council achieve its ambitions.
Achieve an outcome where residents, their family and friends have a voice within the Council so we can continuously develop new and innovative ideas for two-way communication and feedback.Key duties
Engaging with a wide range of stakeholders, such as Providers; residents; clients; colleagues both in the Council and other joint delivery bodies such as Greater Manchester Mental Health (GMMH); Trafford Local Care Organisation (TLCO) and Greater Manchester Integrated Care Board partners (GMICB) - in order to promote the Improving Lives Every Day programme and confidently receive and take feedback.Leading on the analysis and making recommendations from communication and engagement activity in appropriate formats, such as M/S Office, Teams; digital; in person, to various stakeholders, from front line colleagues to Directors.
Using a range of data and analytical tools to monitor and present progress reports in line with our "Improving Lives Every Day" programme which offer clarity and enable leaders to make informed decisions.
Developing and implementing innovative engagement methods (such as workshops; digital surveys and facilitation of feedback sessions) with Trafford residents and colleagues which will evidence improved outcomes for the Improving Lives Every Day programme
Developing and managing digital content for the Improving Lives Every Day programme (eg: video, web content, enewsletters, blogs, internal communications), working with internal and external partners as appropriate in order to feed into future service improvement.
Ensuring that there are effective routes for front-line colleagues to share their ideas and initiatives with senior
Co-ordinating, encouraging and supporting colleagues (Team Managers & Service Leads) with delivery of local engagement, communication and feedback sessions which will inform / evidence progress of the Improving Lives Every Day programme; including Quality Improvement Board and Director of Adult Social Services (DASS).
Maintaining accurate data and records of communication and engagement activity for all Service areas within Adult Social Care which will inform the Improving Lives Every Day programme and provide evidence for any future Care Quality Commission inspection.
Responding and maintaining the People's Voice inbox on matters of engagement and feedback in a professional and timely
Providing Business support to ICE team which could include complaints, Freedom of Information Requests and Subject Access
Providing temporary cover for the post of Senior Customer Engagement Officer (eg: covering annual leave)Undertaking any other duties which are commensurate with grade and which may be required by the needs of the service/team.
Qualifications and Professional Development
Minimum level 4 qualification or equivalent
GCSE Grade 4 or above (or equivalent) in English and Maths
Evidence of continued personal and profession development
Skills and abilities
Strong customer care skills and an ability to show empathy
Ability to communicate and establish effective working relationships with a wide range of stakeholders and/or the public either verbally or in writing and demonstrate the ability to engage and influence
Able to deal politely, efficiently, and courteously with a wide range of individuals, ensuring they feel "empowered" and we demonstrateconfidence in the handling of their enquiry / feedback
Able to use mediation skills to deliver appropriate outcomes for both residents and the Council and demonstrate the ability to engage and influence a wide range of stakeholders
Facilitation skills - ability and confidence to facilitate large and small group interventions
Proficient in using a range of computer software packages and systems (Microsoft Office; SharePoint and other tools for electronic communication
Demonstrates a keen attention to detail and can work with different types of data form various sources
Ability to organise and prioritise work to meet deadlines and changes in priority
Ability to identify the correct knowledge and share with colleagues and external stakeholdersExperience
Previous experience working within a fast-paced customer focused role, regulated environment helping to deliver customer resolution using a range of communication techniques.
Experience of preparing and delivering documents and presentations that summarise engagement data, findings, and makes recommendations.
Experience of designing, delivering and evaluating communication/engagement programmes and activities.
Understanding of the requirements of the General Data Protection Regulations 2018 (GDPR)
Special Conditions
Willingness to work flexibility to meet the needs of the service
If you are interested in being considered for this position please contact Thrive Group
Thrive are acting as an Employment Business in relation to this vacancy
If you have not heard from a Consultant within 7 days please assume you have been unsuccessful on this occasion.
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