Chris Shaw joined BCHA in 2022 as Customer Engagement Manager, becoming the ‘go-to’ face for customer needs, queries, and feedback. We sat down with Chris to discuss his role at BCHA and his passion for driving positive change.
“My role is all about customer engagement. I meet with individual customers and groups, both formally and informally, on a daily basis. I particularly enjoy informal chats with customers rather than group meetings, as this is where I get to know them as individuals. It helps me build a rapport and get more unfiltered, raw information about their lives and experiences with our services.
My main job is to find different ways to gather information from our customers across BCHA about their experiences using our services and work with them and colleagues to make those services better. I’m always working on developing and refining a structured approach that gives customers plenty of opportunities to have their voices heard. This feedback goes to our Exec and Board members to help drive improvement, change and transformation within the organisation.
Our customer engagement team also has a presence in Exeter and the southwest, led by Mike Knowles (Co-production Lead).
My week is pretty varied, as in addition to working directly with customers and colleagues I collaborate with other partner agencies like Shelter to ensure our customers’ lived experiences help shape local and national policy and practice through groups like the Bournemouth Homelessness Partnership and the Royal Foundation.
The most rewarding part of my role is seeing the positive impact we can make on our customers’ lives. When customers feel heard and see that their feedback leads to real changes, it builds their confidence and trust in our services. It’s incredibly fulfilling to witness customers grow and become more engaged, knowing that their voices are making a difference. "
I think one of my biggest achievements has been working with colleagues and customers to establish a system that allows customers to engage and have their voice heard at a level of involvement that suits them.
"Additionally, creating opportunities for customers to meet directly with board and executive members to bring issues to the people who can effect change has been fantastic. We are still at the start of this journey, but it has already led to the formation of several work groups focused on addressing specific issues raised by customers.
One of the most interesting experiences I’ve had at BCHA was seeing a community café project evolve from a small idea into a thriving community hub. It started with a customer in Swanage who had the confidence to bring the community together and create something special without significant investment. Watching the café grow and seeing how it inspired similar projects in Exeter and reignited our Urban Bike Project has been truly inspiring."
It’s amazing to see the positive impact these initiatives have on the community our customers confidence and how they bring people together.
"BCHA is a fantastic organisation to work for. We genuinely aim to make a difference in the lives of our customers. The part of my job I love the most is meeting and learning about customer experiences and working with them to ensure their voices are heard in shaping our services. This person-centred approach drives me to achieve the best outcomes with and for our customers, ensuring their experiences are at the heart of our services.
From my experience, I’ve learnt just how valuable it is to really listen to and engage with our customers. Their insights and feedback are absolutely crucial in shaping and improving our services. I’ve also discovered the importance of collaboration, both within our organisation and with external partners, to drive meaningful change. Working closely with colleagues and customers has shown me how vital clear communication and strong relationships are. Plus, I’ve seen firsthand how empowering it is for customers to have a voice—it boosts their confidence and leads to positive outcomes in their lives. This whole experience has really reinforced my belief in the power of co-production and how it can create services that truly meet our customers’ needs."
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