Resident Engagement Officer

Ad Warrior Ltd; Gloucester; Remote; GBP 32,000 - 40,000; Full time

Job summary

Stonewater is recruiting a Resident Engagement Officer (FTC) to strengthen our local presence across the West. Based at home, you will build trusted relationships with residents, turn feedback into service improvements and ensure voices are heard in decisions affecting homes and neighbourhoods.

You’ll run community events, workshops and surveys, engage diverse groups, and work with teams to deliver inclusive, accessible engagement that aligns with regulatory expectations.

Qualifications

• Experience in customer engagement, community work, or customer service.
• Strong communication skills across audiences.
• Ability to build trust with residents and groups.
• Organised and detail oriented.
• Understanding housing services or willingness to learn.
• Commitment to equality, diversity and inclusion.
• Ability to work independently while connected to a team.
• Proficient with digital tools to support engagement.

Responsibilities

• Deliver a wide range of engagement activities, from events to surveys.
• Build strong relationships with residents, including underrepresented groups.
• Turn feedback into actionable insight to drive service improvements.
• Support colleagues to engage effectively with customers.
• Coordinate customer panels, forums and scrutiny groups.
• Capture and share feedback to influence decisions.
• Promote engagement opportunities across channels to maximise reach.
• Work with teams to ensure customer voice leads to visible change.
• Represent Stonewater in local communities and partnerships.
• Ensure engagement is inclusive, accessible, and compliant with regulatory expectations.

Skills

Customer engagement

Community relationships

Communication skills

Stakeholder management

Organisational skills

Equality diversity inclusion

Independent working

IT literacy

Job description

Resident Engagement Officer (FTC)

Location: Home Based, covering the West

Salary: £36,000 per annum plus £3,715 car allowance

Fixed Term Contract until 31st August 2027

It matters. So we’re bringing it closer to home.

Our customers have told us they want us to understand their needs at a local level, and to be more visible in the communities we serve. We’ve listened.

That’s why we’re creating new roles, strengthening our local presence, and looking for people who want to be part of what comes next.

We need a Resident Engagement Officer, internally known as a Customer Engagement Officer, who is motivated by real community impact - someone who doesn’t just gather feedback, but turns it into meaningful change for customers and neighbourhoods.

This is your opportunity to work at the heart of our communities: building trusted relationships, amplifying customer voices, and helping shape the services we deliver every day.

What you’ll be doing

You’ll play a key role in making sure our customers feel heard, valued and able to influence decisions that affect the services we provide, their homes and communities.

In this role, you will:

• Deliver a wide range of engagement activities - from community events and workshops to digital and survey-based insight
• Build strong, trusted relationships with residents, including those from underrepresented or harder-to-reach groups
• Turn customer feedback into clear, actionable insight that drives service improvements
• Support colleagues across the organisation to engage effectively and confidently with customers
• Coordinate and support customer panels, forums and scrutiny groups
• Capture, analyse and share feedback to influence decision-making at all levels
• Promote engagement opportunities using a variety of channels to maximise reach and inclusion
• Work collaboratively across teams to ensure customer voice leads to real, visible change
• Represent Stonewater within local communities, partnerships and events
• Ensure all engagement activity is inclusive, accessible and aligned with regulatory expectations

What you’ll bring

You’re someone who connects easily with people and genuinely cares about making a difference.

We’re looking for:

• Experience in customer engagement, community work, or customer service
• Strong communication skills, with the ability to engage a wide range of audiences
• A natural ability to build trust and rapport with customers and community groups
• Good organisational skills and attention to detail
• An understanding of housing services or a strong willingness to learn
• A clear commitment to equality, diversity and inclusion
• Confidence working independently while staying connected to a wider team
• IT confidence, including using digital tools to support engagement

Location and flexibility

This role is home based, but you’ll need to live in the West and be happy to travel across the region (Bromsgrove, Dudley, Redditch, Sandwell, Birmingham, Litchfield, Malvern Hills, Solihull, Walsall, Wyre Forest, North Warwickshire, South Staffordshire, Forest of Dean, Gloucester, Stroud, Tewkesbury, Worcester, Wychavon, Shropshire & Herefordshire)to connect with customers and communities in that particular locality.

Why join us?

At Stonewater, our customer promise is “We are proud to make things personal; if it matters to our customers, it matters to us.”

This is a chance to help shape services that truly reflect what customers need. If you’re motivated by customer impact and want to be part of an organisation that is committed to listening and improving, we’d love to hear from you.

Appointment to this role will be subject to a satisfactory references, a satisfactory DBS and possession of a valid Right to Work document.

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.

Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check (if applicable), satisfactory references and possession of a valid Right to Work document.

This role may require specific qualifications, skills, knowledge, and behaviours to meet the Competence and Conduct Standard for Social Housing. If not already qualified, there may be an expectation to study towards a professional qualification.