Senior Customer Voice Officer

About the role

We're looking for a Senior Customer Voice Officer to play a central role in strengthening how Cobalt listens to, understands and responds to its customers. Working closely with the Customer Experience Manager, this role is pivotal in ensuring customer insight shapes services, decisions and continuous improvement across the organisation. You will lead on capturing and interpreting customer feedback, helping to embed a culture where the customer voice is proactively sought, clearly understood and consistently acted upon. Through effective use of data, insight and engagement activity, you will ensure customer needs and expectations are at the heart of service design and delivery. This role sits within Cobalt's Customer Experience function and works collaboratively with service leads and teams across the organisation. You will plan and deliver customer engagement activities, manage customer surveys, and ensure learning and outcomes are recorded, monitored and reported, supporting accountability and customer-focused decision making. Please review the full Recruitment Pack, available to download below. Cobalt Housing is a registered housing association based in North Liverpool. We manage and maintain around 6,000 affordable homes in Fazakerley and Sparrow Hall, Croxteth and Norris Green. We carry out a wide range of economic, neighbourhood and community regeneration activities and believe that, by providing quality places to live and support to those who need it, we play our part in developing thriving communities where people are proud to live and can be their best.

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