Customer Engagement Lead (Housing)

rhp; Greater London; Hybrid; GBP 32,000 - 44,000; Full time

Benefits offered by this job

Hybrid/flexible working

Pension payments doubled by us, up to

11.3% employer contribution

29 days annual leave

Enhanced family leave

Simply Health level 5 healthcare plan

Wellbeing allowance

Job summary

rhp in London is seeking a Customer Engagement Lead to ensure customers' voices are heard, valued, and acted upon. This role shapes improvements, influences service delivery, and builds trust across the customer community.

The position offers hybrid working with occasional evenings and attendance at events to connect with colleagues and stakeholders.

Qualifications

• Experience in housing and a resident engagement role is essential.
• Digital engagement expertise driving participation and insights.
• Design, deliver and evaluate resident engagement activities.
• Lead usage and insights from the online engagement platform.

Responsibilities

• Shape improvements to service delivery and engagement.
• Lead resident engagement activities giving residents influence over services.
• Analyse resident feedback and turn insights into practical improvements.
• Engage with diverse communities in person and online and facilitate sessions.

Skills

Housing & resident engagement

Digital engagement

Engagement activity design

Content strategy for online platform

Resident feedback analysis

Stakeholder management

Tools

RHP Digital Neighbourhood

Job description

Be one of the first applicants, read the complete overview of the role below, then send your application for consideration.Teddington, Southwest London with flexibility (Hybrid Working)Salary: £38,062 per annum plus benefitsPermanent, Full Time (36 hours per week)The VacancyThis is a fantastic opportunity for a Customer Engagement Lead to make a genuine impact by ensuring our customers' voices are heard, valued, and acted upon. You'll play a key role in shaping improvements, influencing service delivery, and building trust and engagement across our customer community.We know that flexibility matters. That's why we offer hybrid working, with the opportunity to work remotely as part of your role. From time to time, you'll also have the chance to attend business meetings, events, and occasional evening engagements, providing valuable opportunities to connect with colleagues, customers, and stakeholders from across the organisation.What we offer

• Hybrid/flexible working
• Pension payments doubled by us, up to a maximum employer contribution of 11.3%
• 29 days annual leave plus bank holidays
• Enhanced family leave
• Simply Health level 5 healthcare plan
• Generous annual wellbeing allowance

Our full list of benefits can be found further down this page.Who we’re looking for

• Experience in housing and a similar resident engagement role is essential, with a strong understanding of resident involvement and customer voice activities.
• Digital engagement expertise is a key focus, including experience driving participation and generating meaningful insights through online resident engagement platforms and digital tools.
• Design, deliver, and evaluate high-quality resident engagement activities that give residents genuine opportunities to influence services and decision-making.
• The ability to lead usage and meaningful insight from our online engagement platform (RHP Digital Neighbourhood) by creating fresh and relevant content.
• Support organisational compliance with the Social Housing (Regulation) Act 2023 and Tenant Satisfaction Measures (TSMs).
• Confident communicator able to engage with diverse communities and facilitate workshops, meetings, and engagement sessions both in person and online.
• Strong ability to analyse resident feedback, identify trends, and turn insights into practical service improvements.
• Highly organised, with the ability to manage multiple priorities and stakeholder relationships effectively.

When we're hiring, we look for people who connect with our KOSMIHC values:

• We know our stuff
• We make it happen
• We care

Don’t just find a job, feel it!Closing date: Monday 7th September 2027Interview date: To be confirmed

• We reserve the right to close the vacancy early if we receive a large number of responses.