Resident Engagement Officer

Stonewater; Worcester; Remote; GBP 26,000 - 34,000; Full time

Job summary

Stonewater is recruiting a Resident Engagement Officer to work from home across the West Midlands region, travelling to connect with customers and communities. You will gather insights from residents, run events and forums, and turn feedback into tangible service improvements while promoting inclusive engagement and ensuring accessibility.

The role focuses on building trusted relationships, amplifying customer voices and supporting teams to embed customer perspectives in service delivery.

Qualifications

• Experience in customer engagement or community work.
• Strong communication and relationship-building skills.
• Understanding of housing services (preferred).

Responsibilities

• Deliver a wide range of engagement activities including events and surveys.
• Build trusted relationships with residents, including underrepresented groups.
• Turn feedback into actionable insight to drive service improvements.
• Coordinate and support customer panels, forums and scrutiny groups.
• Represent Stonewater in communities and partnerships.

Skills

Customer engagement

Community work

Customer service

Job description

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.

• 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

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.

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

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

Discover Stonewater:

Stonewater is one of the UK's largest social housing providers, driven by our purpose that everyone has a place to call home. With around 40,000 homes, we proudly serve more than 93,000 customers, providing safe, affordable homes and the services and support that help people and communities thrive.

Our mission is to make a difference to our customers and communities through quality homes and great services that reflect our social ethos. Guided by our vision to be the most trusted, inspiring and sustainable provider of affordable homes, we offer homes for rent, shared ownership and purchase, alongside specialist housing and support services, including retirement living, supported housing, domestic abuse refuges, LGBTQ+ safe spaces and young people's foyers.

Everything we do is centred on our customers. We build trusted relationships, create lasting social value and invest in homes, services and communities that enable people to live independently, realise their potential and thrive. Through innovation, collaboration and a long-term commitment to sustainability, we are helping shape stronger communities for the future.

We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix.

Are you ready to #DiscoverStonewater?

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