Back

Develop and promote customer involvement in the organisation

URN: INSHOU29
Business Sectors (Suites): Housing
Developed by: Skills CFA
Approved on: 2019

Overview

This standard is about developing and promoting customer involvement to help the organisation meet their needs.

Performance criteria

You must be able to:

  1. evaluate the current level of customer involvement in the organisation
  2. liaise with customers, relevant groups and organisations to identify the potential for customer involvement in the organisation
  3. identify, develop and implement ways in which customers can become involved in the organisation
  4. identify methods of promoting involvement with customers based on their requirements and abilities
  5. present customers with options for involvement in the organisation
  6. promote the benefits of customer involvement in the organisation to colleagues
  7. identify any barriers preventing customers becoming involved with the organisation and work with customers and/or staff to minimise these
  8. consult with customers, where relevant, on organisational policies, procedures and plans
  9. involve relevant colleagues in receiving customer feedback when it is beyond the scope of your work
  10. confirm that customers are kept informed about the opportunities available for customer involvement
  11. monitor the outcomes of customer involvement in the organisation and use the results of research, feedback and performance measurement to inform future activities

Knowledge and Understanding

You need to know and understand:

  1. how to communicate and work collaboratively with your customers and relevant organisations
  2. how to identify, agree and develop customer involvement with your organisation
  3. how to support customers as they become more involved with your organisation
  4. the range of opportunities for customer involvement and the different ways of promoting customer involvement
  5. how to monitor and measure the effectiveness of what you do
  6. the importance of consulting with customers and your organisation's methods to achieve this
  7. the strengths and weaknesses of different consultation methods
  8. the principles and practice of equality and diversity and the importance of inclusive participation 
  9. the importance of confidentiality in line with the relevant data protection legislation
  10. the importance of personal safety when working with customers and their representatives

Scope/range

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

External Links

Version Number

1

Indicative Review Date

2024

Validity

Current

Status

Original

Originating Organisation

Instructus

Original URN

ASTH320

Relevant Occupations

Housing Manager, Housing Officer, Housing Assistant, Housing Administrator, Lettings Negotiator, Revenue Officer/Assistant, Resident Involvement Assistant, Neighbourhood Assistant, Lettings Assistant, Repairs Assistant, Assistant Portfolio Manager (without portfolio)

SOC Code

4159

Keywords

property; investigating; dealing; breaches; accommodation; tenancy; licence; leaseholder; agreements; customers; documentation; safety; support; legislation; equality; diversity; safe; organise; develop; promote; involvement; organisation