Resident Voice Lead, Housing Operations

Milton Keynes City Council; Milton Keynes; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Annual leave benefits

Excellent pension scheme

Family-friendly policies

Employee benefits programme (health, &

Cycle to work scheme

Blue Light Card

Job summary

Milton Keynes City Council is seeking a Senior Resident Voice Manager to lead the Resident Voice service within Housing Operations. You will oversee engagement, complaints handling and policy development, ensuring compliance with regulation and the Housing Ombudsman Code.

The role focuses on inclusive resident involvement and turning feedback into service improvements. The Site-Based role requires leadership experience in a regulated environment, with flexibility to attend activities at various

Qualifications

• Chartered Institute of Housing Level 5 qualification or evidence of working toward it is essential.
• Strong knowledge of social housing regulation and the Housing Ombudsman Complaint Handling Code.
• Experience leading teams, developing colleagues and managing performance.
• Ability to turn resident feedback and performance data into practical improvements.
• Excellent communication skills with residents, communities and senior colleagues.

Responsibilities

• Lead and develop the Resident Voice service and the engagement and complaints handling.
• Ensure Resident Engagement Strategy enables inclusive, accessible ways for residents to influence housing services.
• Develop policies for resident engagement and complaints in line with regulation and Housing Ombudsman requirements.
• Oversee Housing Operations complaint responses to ensure timeliness and quality.
• Use feedback and performance data to identify trends and drive measurable improvements.
• Build strong relationships across Housing Operations and with residents and community groups.

Skills

Resident engagement

Leadership

Regulatory knowledge

Stakeholder management

Communication

Education

CIHi Level 5 qualification (Chartered Institute of Housing)

Job description

Milton Keynes City Council is seeking a Senior Resident Voice Manager to lead the Resident Voice service within Housing Operations. You will oversee engagement, complaints handling and policy development, ensuring compliance with regulation and the Housing Ombudsman Code.

The role focuses on inclusive resident involvement and turning feedback into service improvements. The Site-Based role requires leadership experience in a regulated environment, with flexibility to attend activities at various