Customer Engagement Lead (Housing)

RHP Group; Teddington; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Pension plan

29 days annual leave + bank holidays

Enhanced family leave

Healthcare (Simply Health)

Wellbeing allowance

Job summary

RHP Group in Teddington, Southwest London, invites applications for a Customer Engagement Lead. This hybrid, permanent role focuses on ensuring residents’ voices shape service delivery and improvements.

The role involves leading digital engagement, facilitating workshops, and analysing feedback to drive actionable changes. Flexible remote options and occasional events are part of the role.

Qualifications

• Experience in housing and resident engagement required.
• Digital engagement expertise to drive participation and insights.
• Ability to design and evaluate engagement activities for resident influence.
• Experience leading online engagement platforms and creating content.
• Knowledge of Social Housing Regulation Act 2023 and Tenant Satisfaction Measures (TSMs).
• Strong communication skills with diverse communities.
• Excellent organisational and stakeholder management skills.

Responsibilities

• Lead and shape resident engagement initiatives to influence services.
• Analyse resident feedback to identify trends and drive improvements.
• Manage RHP Digital Neighbourhood engagement content.
• Coordinate workshops, meetings, and events (in person/online).
• Ensure engagement activities comply with regulatory requirements.

Skills

Resident engagement

Digital engagement

Workshop facilitation

Analytics

Stakeholder management

Organization

Community outreach

Job description

Teddington, Southwest London with flexibility (Hybrid Working)

Permanent, Full Time (36 hours per week)

The Vacancy

This 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

Alongside a competitive salary, we offer a great range of benefits including:

• 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

Don’t just find a job, feel it!

Interview date: To be confirmed