Engagement & Satisfaction Coordinator

About the Service / Department   At Hestia we believe our Service users have lived experience and insights, talents and strengths which enrich our services . Hestia 's Coproduction team, work alongside people who use Hestia 's services , staff teams and volunteers to   collaborate and empower people to take control of their recovery journey. Opportunities are created for Service   users to share their experiences and to ensure that they are listened to and can therefore help us design and deliver services which are centred on what people really need. It gives people new skills and confidence through various personal and learning development opportunities to support achieving individual 's aspirations . Alongside our service users' volunteers are at the heart of our organisation and play a key role in our Coproduction team. Hestia is an award-winning accredited organisation , who has received their third renewal of Investors in Volunteering Accreditation.  About the role   To design and coordinate a range of activities through which Hestia centrally gathers feedback from service users on the quality of services. This includes mechanisms such as satisfaction surveys, exit interviews, consultations, focus groups, suggestions and complaints. To maximise the feedback opportunities offered to service users across the organisation. To coordinate and lead on the gathering of feedback from service users for evaluations that Hestia undertakes. To recruit, induct, support and supervise a large team of volunteers to support in service user feedback and insights. To inspire and motivate service users to be involved in cofacilitating and volunteering their time facilitating focus groups, service visits and forums to gather feedback from others. In addition to provide a phone service for service users to provide their feedback and experience. To create strong working relationship with services at all levels. To collect case studies for organisational development. To recruit, involve, train and support people who use our services to be involved in Hestia's quality assurance processes such as service audits. To review feedback and identify emerging trends and make recommendations. To lead on annual satisfaction survey for 1200+ service users and collate survey results and insight gathered and write reports to Directorate and Trustees on findings. To write reports and presentations providing insights of feedback gathered alongside team of volunteers and service users. Acquire knowledge of and follow legislation, policies and procedures and sector best practice. To manage complaints inbox and ensure that relevant managers are responding to complaints in a timely manner in line with Hestia's policies and procedures. To manage suggestions and compliment inbox.   About you   Excellent organisational and project management skills Ability to provide guidance and support to volunteers, peers and service users in a professional and empowering way Experience of recruiting and supervising volunteers Ability to make presentation and reports and engage a wide range of audiences. Excellent IT knowledge of MS Office (Word, PowerPoint, Excel, Access) and Outlook Good knowledge and awareness of cultural, social and health issues relevant to Hestia's service users Able to build relationships and work jointly with a range of Hestia departments and operational services. Knowledge and understanding of safeguarding issues and ability to address them appropriately   Please note   If offered a role with Hestia, you will be issued a conditional offer based on satisfactory references and an Enhanced disclosure/DBS check.   Disability confident   Hestia is a disability confident employer, committed to the employment and career development of individual with disabilities. As part of this commitment, we operate a guaranteed interview scheme for all applicants with disabilities who meet the minimum criteria for the role they have applied for. We will also accommodate reasonable adjustment during the selection and interview process and throughout your employment with us.   Hestia positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. But we particularly welcome individuals from an ethnic minority background and those with disabilities to apply. As an organisation, we are committed to creating and maintaining a diverse and inclusive workforce and value the skills, abilities, talent and experiences, different people and communities bring to our organisation.