Head of Resident Engagement & Experience

The Guinness Partnership; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

The Guinness Partnership is seeking a Head of Resident Engagement & Experience to lead strategies enhancing resident engagement. This permanent, full-time role involves overseeing engagement activities and ensuring resident satisfaction in a hybrid work environment. Ideal candidates will have strong leadership skills and a proven track record in customer engagement.

Qualifications

• Proven experience in strategic leadership of resident engagement.
• Experience in developing customer engagement strategies.
• Excellent oral and written communication skills.

Responsibilities

• Lead the development of strategies to enhance resident engagement.
• Ensure effective management and delivery of engagement activities.
• Place residents at the heart of decision-making.

Skills

Strategic leadership

Customer experience strategies

Team motivation and development

Problem-solving

Communication skills

Project management principles

Education

Degree-level education or equivalent

Tools

Microsoft Office

Job description

Head of Resident Engagement & Experience

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The Guinness Partnership provided pay range

This range is provided by The Guinness Partnership. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from The Guinness Partnership.

The Guinness Partnership is one of the leading providers of social housing in England. We build and manage homes and provide housing services to around 140,000 customers nationwide. Of our 70,000 homes, more than 70% are let at a social or affordable rent, while around 10,000 are owned or part-owned by the residents.

Our vision is to deliver great service, provide great homes, be a great business, and be a great place to work. Everything we do is about our customers, communities, and people. Any profit we make is re-invested in new and existing homes and improving services.

About the role

We have an exciting opportunity for a Head of Resident Engagement & Experience to join the Guinness Team. This is a permanent, full-time role based in our London, Euston Road office, currently adopting a hybrid working style.

The purpose of this role is to lead the development of strategies to enhance resident engagement and voice, placing residents at the heart of decision-making. Ensure effective strategic management and delivery of engagement activities that result in positive resident outcomes and experiences.

What we’re looking for

We value how we do things as much as what we do. You should be highly self-motivated, goal-oriented, and a confident collaborator, networker, and relationship builder, willing to go the extra mile.

You should demonstrate:

• Proven experience in strategic leadership of resident engagement and communications.
• Experience in developing and implementing customer experience or engagement strategies.
• Leadership skills in motivating, developing, and coaching teams.
• Senior management experience in a customer service setting.
• Creativity in problem-solving and adapting strategies to new challenges.
• Experience setting up governance structures and control processes for programs.
• A track record of maintaining high customer satisfaction and achieving business goals.
• Experience working cross-functionally in matrix environments, leading co-creation projects.
• Excellent oral and written communication skills.
• Proficiency in Microsoft Office tools.
• Alignment with the Guinness Behaviours and Leadership Standards.
• Understanding of project management principles and methodologies.

Qualifications

• Degree-level education or equivalent.

For more details on the role responsibilities, please review the role profile.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management

Industries

• Non-profit Organizations