Resident Engagement & Service Improvement Officer

Hightown; Hemel Hempstead; Hybrid; GBP 37,000 - 45,000; Full time

Benefits offered by this job

33 days annual leave

Pension scheme

Life assurance

Salary reviews

Attendance bonus

Employee Assistance Programme

Wellbeing initiatives

Blue Light Card

Hybrid working

Job summary

Hightown Housing Association is seeking a Resident Involvement Officer in Hemel Hempstead. You will lead customer engagement, run panels and focus groups, and drive service improvements while ensuring residents increasingly influence decisions.

A driving licence and willingness to travel are advantageous. The role is a fixed term contract until 9 August 2027, 35 hours per week, hybrid working, and a competitive salary of £41,349 per annum.

Qualifications

• Experience of resident involvement, community development or customer engagement.
• Experience in a customer-focused environment.
• Excellent communication, presentation and interpersonal skills.
• Strong organisational and time management abilities.
• Experience planning and coordinating events and activities.
• Ability to build positive relationships with a wide range of customers and stakeholders.
• Excellent attention to detail and administrative skills.
• Good knowledge of Microsoft Office applications.
• The confidence to work independently and use initiative.
• A commitment to excellent customer service and continuous improvement.
• Knowledge of social housing legislation would be advantageous.
• A full driving licence and access to a vehicle for business use.

Responsibilities

• Delivering a high-quality resident involvement and engagement service.
• Developing and promoting inclusive opportunities for customers to influence services.
• Facilitating resident panels, focus groups, consultations and scrutiny activities.
• Organising engagement events, forums and community initiatives.
• Gathering, analysing and reporting on customer feedback and satisfaction data.
• Working with colleagues across the organisation to drive service improvements.
• Supporting resident associations and community groups.
• Producing reports, taking notes at meetings, presentations and performance information.
• Communicating outcomes and demonstrating how resident feedback has influenced decisions.
• Encouraging participation from a diverse range of residents and communities.

Skills

Resident involvement

Customer engagement

Excellent communication

Interpersonal skills

Event planning

Relationship building

Attention to detail

Administrative skills

Driving licence

Independence

Customer service

Tools

Microsoft Office

Job description

Hightown Housing Association is seeking a Resident Involvement Officer in Hemel Hempstead. You will lead customer engagement, run panels and focus groups, and drive service improvements while ensuring residents increasingly influence decisions.

A driving licence and willingness to travel are advantageous. The role is a fixed term contract until 9 August 2027, 35 hours per week, hybrid working, and a competitive salary of £41,349 per annum.