Resident Engagement Manager

Pertemps; Greater London; On-site; GBP 125,000 - 150,000; Full time

Job summary

A forward-thinking local authority is seeking a Resident Engagement Manager to lead engagement activities across housing services. This full-time role involves driving the Resident Engagement Reset programme, overseeing projects, and enhancing resident involvement structures. The ideal candidate will be an influential communicator, experienced in housing or local government, and capable of fostering trust and delivering measurable improvements. Evening and weekend work may be required.

Qualifications

• Experience in housing, local government, or community engagement.
• Strong analytical skills and emotional intelligence.
• Ability to build trust with residents, colleagues, and partners.

Responsibilities

• Lead the Resident Engagement Reset programme and associated projects.
• Ensure regulatory readiness against the Consumer Standards.
• Manage and support Engagement Officers, providing coaching.
• Plan and deliver resident forums, consultations, and surveys.
• Promote inclusion and equality in resident engagement.
• Use data to benchmark and improve engagement activity.
• Respond to resident enquiries and complaints as needed.

Skills

Influential communication

Project management

Analytical skills

Emotional intelligence

Trust-building

Job description

Resident Engagement Manager

Department: Housing | Reports to: Head of Resident Involvement & Participation | Line management: 3 x Engagement Officers (PO2) | Application deadline: Thursday 11th December 2025 | Start date: Ideally within the next 2 weeks.

About the role

A forward-thinking local authority is seeking an experienced Resident Engagement Manager to lead its resident involvement and engagement activity across housing services. You will shape how residents influence decisions, strengthen accountability, and ensure the organisation is ready for inspection under the Social Housing Act’s Consumer Standards. This role will drive the Resident Engagement Reset programme, embedding new structures, forums and informal channels so that resident voice is at the heart of service design and improvement.

You will coordinate key change projects, oversee governance of resident panels and forums, and ensure feedback is captured, responded to and clearly communicated. The post holder will work closely with senior leaders, housing teams and external partners to deliver practical solutions that improve services, trust and satisfaction.

Working arrangements

This is a full-time, office-based position. You will be expected to work five days per week from the main office, alongside regular community-based visits and resident meetings. Home working is not routinely available due to the need for visibility, collaboration and in-person engagement with residents and stakeholders. Evening and occasional weekend work will be required, with flexibility applied in line with organisational policy.

Key responsibilities

• Lead the Resident Engagement Reset programme and associated projects.
• Ensure regulatory readiness, compiling and analysing evidence against the Consumer Standards, particularly Transparency, Influence and Accountability.
• Review and strengthen resident involvement structures, including formal panels and informal engagement channels.
• Manage and support Engagement Officers, providing clear direction, coaching and performance management.
• Plan and deliver resident forums, consultations and surveys, ensuring robust governance and timely follow-up.
• Promote inclusion and equality, ensuring the voices of residents with protected characteristics are heard and acted upon.
• Use data, including Tenant Satisfaction Measures (TSMs), to benchmark and improve engagement activity.
• Respond to resident enquiries, complaints and councillor casework where required, and deputise for the Head of Resident Involvement & Participation.

About you

You are an influential communicator and proven project manager with experience in housing, local government or community engagement. You bring strong analytical skills, emotional intelligence and the ability to build trust with residents, colleagues and partners. You are confident leading change, comfortable working in a complex environment and committed to delivering visible, measurable improvements in resident experience.

If you are passionate about resident voice and ready to lead meaningful change, please submit your CV and covering statement before the closing date. Shortlisting will take place immediately after the deadline, so early applications are strongly encouraged.