Customer Engagement Lead – Adults & Wellbeing

Customer Engagement Lead – Adults & Wellbeing | Trafford Council | Band 6 Location: Trafford, Greater Manchester
Salary: Band 6
Reporting to: Customer Experience and Engagement Officer

Trafford is a vibrant borough, proud of its diverse communities, rich cultural heritage, and position at the heart of Greater Manchester’s economic hub. At Trafford Council, we’re on a mission: to make our borough a place where everyone has a voice, every resident has the opportunity to thrive, and services continuously improve to meet real needs.

We are looking for an enthusiastic Customer Engagement Lead to join our Integrated Customer Engagement Team within Adults & Wellbeing. This is your opportunity to make a tangible difference to residents’ lives, ensuring their voices help shape and improve local services.

What You’ll Do In this role, you will lead the planning and delivery of digital, virtual, and face-to-face engagement initiatives across Adult Social Care and wider Council services. Your work will provide meaningful insights to support our Improving Lives Every Day programme and ensure that seldom-heard voices are included in decision-making.

Key responsibilities include:

• Designing, delivering, and evaluating engagement activities and programmes with residents, families, providers, and colleagues across multiple sectors.
  
  
• Leading the analysis of feedback, creating reports, and presenting recommendations to a variety of stakeholders, including senior managers and Directors.
  
  
• Developing innovative engagement methods such as workshops, surveys, webinars, and digital content to improve outcomes.
  
  
• Supporting colleagues in delivering local engagement and feedback sessions, contributing to quality improvement initiatives.
  
  
• Maintaining accurate records of engagement activity to evidence outcomes and compliance with inspections such as the Care Quality Commission.
  
  
• Providing business support for the team, including handling complaints, FOI, and Subject Access Requests, and covering senior colleagues when required.
  
  

About You We’re seeking someone with a passion for meaningful engagement, excellent communication skills, and the ability to influence positive change. You’ll need:

• Experience in a customer-focused, fast-paced environment, ideally within a regulated service.
  
  
• Skills in analysing data and delivering presentations or reports that inform decision-making.
  
  
• Experience designing and delivering engagement programmes.
  
  
• Knowledge of GDPR, Adult Social Care, and the ability to liaise with diverse stakeholders.
  
  
• Strong interpersonal skills, empathy, and the ability to facilitate discussions with individuals and groups.
  
  
• Confidence using Microsoft Office, SharePoint, and other digital tools.
  
  

Qualifications:

• Minimum Level 4 qualification (or equivalent)
  
  
• GCSEs in English and Maths (Grade 4 or above)
  
  
• Evidence of continued professional development
  
  

Why Work With Us? At Trafford Council, we care about our people. We offer:

• A supportive, inclusive, and values-driven workplace (EPIC: Empower, People-centred, Inclusive, Collaborate)
  
  
• Excellent learning, development, and career progression opportunities
  
  
• Focus on health, wellbeing, and work-life balance
  
  

Join us and help make Trafford a place where residents, colleagues, and communities can thrive.

Apply today and be part of something meaningful!