Customer Engagement Lead - Adult Social Care - Local Authority

Customer Engagement Lead

• Hourly Rate: £18.22 PAYE / £23.17 Umbrella (increasing from 1 April 2026 to £19.24 PAYE / £24.47 Umbrella)
• Location: Manchester
• Job Type: Full-time (36.25 hrs/week) / Interim

Join Trafford Council's Adults & Wellbeing - Integrated Customer Engagement Team as a Customer Engagement Lead. This role is pivotal in transforming Adult Social Care through the Improving Lives Every Day (ILED) programme, ensuring that residents, families, partners, and frontline colleagues actively participate in shaping services.

Day-to-day of the role:

• Lead Engagement Activity:

  • Deliver a variety of engagement activities across digital, virtual, and face-to-face channels.
  • Ensure inclusive opportunities for all community groups to contribute, focusing on seldom-heard voices.
  • Promote the ILED programme effectively to all stakeholders.

• Gather and Use Insight:

  • Analyse and present engagement findings to teams and leaders to support informed decision-making.
  • Maintain accurate data and records to evidence impact and support future inspections.

• Support Co-production & Feedback:

  • Facilitate workshops, focus groups, and digital feedback mechanisms.
  • Manage digital communication content including newsletters, blogs, and updates.
  • Enable frontline colleagues to contribute ideas and feedback effectively.

• Team & Administrative Support:

  • Coordinate local engagement sessions and manage the People's Voice inbox.
  • Provide business support to the Integrated Customer Engagement Team, handling complaints, FOIs, and SARs.
  • Occasionally cover for the Senior Customer Engagement Officer.

Required Skills & Qualifications:

• Strong background in Adult Social Care, ideally within integrated health and social care settings.
• Proven experience in customer-focused roles with diverse communication techniques.
• Skilled in designing, delivering, and evaluating engagement activities.
• Proficient in managing meetings, document preparation, and presentation.
• Knowledge of GDPR and data handling, with familiarity in ASC functions and statutory responsibilities.
• Excellent interpersonal skills, able to influence and build relationships across various stakeholders.
• Strong digital and analytical skills, including proficiency in Microsoft Office, SharePoint, and digital communication tools.
• Good organisational skills, attention to detail, and ability to manage multiple priorities.
• Minimum Level 4 qualification (or equivalent) and GCSE English and Maths (Grade 4/C or above).

Additional Requirements:

• Flexible working to meet service needs.
• Commitment to Trafford's EPIC values: Empower, People-centred, Inclusive, Collaborative.
• Dedication to equality, diversity, customer care, and safe information practice.

To apply for the Customer Engagement Lead position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.