Resident Voice Leader, Housing Operations

Milton Keynes; Milton Keynes; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Great holiday benefits

Excellent pension (Local Government)

Family friendly policies

Employee benefits programme

Salary sacrifice car scheme

Blue Light Card

Job summary

Milton Keynes City Council is recruiting a Senior Resident Voice Manager to lead the Resident Voice service within Housing Operations. You will ensure residents’ experiences, feedback and ideas influence how housing services are designed, delivered and improved.

You’ll lead the Resident Voice team, oversee engagement and complaints handling, and ensure compliance with housing regulation and the Housing Ombudsman Complaint Handling Code, while building inclusive, community-focused working

Qualifications

• Chartered Institute of Housing Level 5 qualification or working towards it, with substantial relevant experience.
• Strong knowledge of social housing regulation and Housing Ombudsman Complaint Handling Code.
• Experienced leader who can develop colleagues, manage performance and build a resident-focused team.
• Able to turn complaints, engagement and performance data into practical recommendations and measurable improvements.
• Strong communication skills with residents, communities, senior colleagues and service leads.
• Flexible and organised, able to attend resident/community activities at different locations and times.

Responsibilities

• Lead and develop the Resident Voice service, supporting colleagues to provide effective resident engagement and complaints handling.
• Ensure Resident Engagement Strategy offers inclusive, accessible and meaningful ways to influence housing services, while managing resources.
• Lead development of resident engagement and complaints policies to meet legislation, regulation and Housing Ombudsman requirements.
• Oversee Housing Operations complaint responses to ensure timeliness, quality and fair outcomes.
• Use resident feedback, complaints and performance data to identify trends and drive measurable improvements.
• Build relationships across Housing Operations, other council services, residents and community groups.

Skills

Leadership

Communication

Stakeholder management

Data analysis

Regulatory knowledge

Resident engagement

Education

CIH Level 5 qualification

Job description

Milton Keynes City Council is recruiting a Senior Resident Voice Manager to lead the Resident Voice service within Housing Operations. You will ensure residents’ experiences, feedback and ideas influence how housing services are designed, delivered and improved.

You’ll lead the Resident Voice team, oversee engagement and complaints handling, and ensure compliance with housing regulation and the Housing Ombudsman Complaint Handling Code, while building inclusive, community-focused working