Implement and embed the Group approach to customer experience and engagementPromote and uphold the Group approach to culture (Red Thread)Deliver against the Group approach to social impact through research, planning and delivery of social value activities to meet contract and Group requirementsDeliver specific projects and training aimed to improve customer/operational excellence, social impact, resident engagement, and cultureBuild and manage relationships with key stakeholders, our clients and operational management, using customer insight to influence and drive good performance standardsProduce, distribute, and use customer Insight to conduct branch/contract reviews to determine priorities and recommend change to support continuous improvementSupport retention/achievement of Group accreditations and awardsRaise profile of branches through proactively promoting good practice internally and externallySupport the business with bid and mobilisation activityStage two point of escalation for customer complaint resolutionEnsure all customer related policy, process and procedures are fully embedded and adhered to