Resident Involvement 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

A variety of soft skills and experience may be required for the following role Please ensure you check the overview below carefully.

Fixed Term Contract until 09 August 2027

£41,349 per annum

35 hours per week

Hemel Hempstead

At Hightown Housing Association, we are looking for a Resident Involvement Officer to join our Housing team. This is an exciting opportunity to help strengthen resident engagement, influence service improvement and ensure customers remain at the heart of everything we do.

About The Role

As Resident Involvement Officer, you will lead on a wide range of customer engagement and participation activities, ensuring residents have meaningful opportunities to influence services and decision-making across the organisation. You will work closely with residents, community groups and colleagues to develop engagement initiatives, analyse feedback and demonstrate how resident views have shaped service improvements.

You will play an important role in supporting compliance with the Regulator of Social Housing's Consumer Standards and helping to deliver Hightown's customer-focused approach to service delivery.

What You Will Be Doing

• 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

What We Are Looking For

• Experience of resident involvement, community development or customer engagement
• Experience working in a customer-focused environment
• Excellent communication, presentation and interpersonal skills
• Strong organisational and time management abilities
• Experience planning and coordinating events and activities
• The 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 improvementKnowledge of social housing legislation, regulation and resident engagement best practice would be advantageous. A full driving licence and access to a vehicle for business use is essential.

Why Join Hightown?

• 33 days annual leave including Bank Holidays
• Generous contributory pension scheme
• Life assurance cover
• Annual salary review
• Monthly attendance bonus
• Employee Assistance Programme
• Health and wellbeing initiatives
• Blue Light Card: Access to local and national retailers
• Hybrid working opportunities where business needs allow

All appointments are subject to satisfactory right to work, basic/enhanced DBS, reference and medical clearances.

We will be shortlisting and interviewing on an ongoing basis so may close the vacancy early.

We are an Equal Opportunities and Disability Confident Employer