Resident Voice Manager

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

The following content displays a map of the jobs location - Civic Offices, 1 Saxon Gate East, Central Milton Keynes, Buckinghamshire

Civic Offices, 1 Saxon Gate East, Central Milton Keynes, Buckinghamshire

Closing Date:

15/11/2026

Job Category:

Adult Social Care

Service Area:

Adult Services- Housing Operations (HRA)

Package Description

In addition to your salary, we offer a range of benefits including:

• Great holiday benefits - most roles include 28days annual leave every year on top of public (bank) holidays, increasing to 32days after five years.In addition, there is a holiday purchase scheme allowing staff to purchase up to 5 additional days of leave each year.
• Excellent pension – everyone who works for us can join the national Local Government Pension Scheme, widely regarded as one of the best available.
• A full range of family friendly policies including enhanced maternity, adoption and paternity support and a childcare subsidy.
• Access to an award-winning employee benefits programme that includes a health cash plan, a low-cost bike purchase scheme as well as high street discounts and money off entertainment and travel.
• Salary sacrifice car scheme - eligible employees can lease an electric or low-emission vehicle at a reduced cost through salary sacrifice, subject to National Minimum Wage and other eligibility requirements.
• Blue Light Card - employees working within social care can qualify for an additional range of discounts from national retailers and local businesses.

Our roles are either designated ‘site based’ or ‘home based’. ‘Site based’ roles can include up to two days a week working from home whilst ‘home based’ roles are based at home four days a week. Of course, managers designate which category roles are in based on the needs of the service and the circumstances.

Job Introduction

We’re recruiting a Resident Voice Manager to lead our Resident Voice service within Housing Operations.

You’ll make sure residents’ experiences, feedback and ideas have a real influence on how our housing services are designed, delivered and improved. You’ll lead and support the Resident Voice team, oversee resident engagement and complaints work, and help us turn feedback and performance information into meaningful improvements.

You’ll also play an important role in making sure our approach meets housing regulation and the Housing Ombudsman Complaint Handling Code.

We want residents from different communities to have meaningful and accessible ways to influence our decisions, including people whose voices can sometimes be harder to hear.

This is a rewarding senior role for someone with substantial experience of resident engagement, complaints, service improvement and leadership in a regulated environment.

Site-Based role

This is a Site-Based role, and you’ll be expected to work from the designated workplace.

Interviews for this role will be held on 23rd November 2026

Please note, interviews are held in person.

• Lead and develop the Resident Voice service, supporting colleagues to provide effective resident engagement and complaints handling.
• Make sure our Resident Engagement Strategy gives residents inclusive, accessible and meaningful ways to influence housing services, while managing the resources used for this work.
• Lead the development of resident engagement and complaints policies and make sure our approach responds to legislation, regulation and Housing Ombudsman requirements.
• Oversee Housing Operations complaint responses so they are timely, consistent, high quality and focused on achieving fair outcomes for residents.
• Use resident feedback, complaints and performance information to identify trends, challenge current practice and turn insight into measurable service improvements.
• Build strong relationships across Housing Operations, other council services, residents and community groups so listening to residents becomes part of how we work.

Ideal Candidate

• A Chartered Institute of Housing Level 5 qualification, or evidence that you’re working towards it, is essential alongside substantial relevant experience.
• Your strong knowledge of social housing regulation and the Housing Ombudsman Complaint Handling Code will help you provide specialist advice and maintain high standards.
• An experienced leader, you’ll know how to develop colleagues, manage performance and build a positive, resident-focused team.
• Confident working with complex information, you can turn complaints, engagement and performance data into practical recommendations and measurable improvements.
• You’ll be a strong communicator who can listen carefully, build trust and work constructively with residents, communities, senior colleagues and service leads, including when conversations are challenging.
• Flexible and organised, you’ll be able to attend resident and community activities at different locations and at times in the evening or at weekends.

Full UK Driving Licence and access to a vehicle

To be successful in this role, you’ll need a full UK driving licence and access to a vehicle. If we offer you the role, we’ll ask you to provide evidence of your driving licence and vehicle insurance, including cover for business use. We’re unable to confirm an appointment until these documents are received.

As part of the pre-employment checks, should you be offered the role, we’ll carry out a Basic Disclosure and Barring Service (DBS) check.

About The Organisation

Milton Keynes City Council is a large, modern and financially stable employer with around 2,500 people working across our eight areas. Together we provide local residents and businesses with a wide range of important round-the-clock services and aim to make our city a better place to live.

We work hard because of the demands placed on us, like protecting children from harm or preventing homelessness. However, working for the city is always rewarding and everyone has the opportunity to make a real difference.

We welcome applications from individuals of all backgrounds and lived experiences. Milton Keynes City Council is committed to building an inclusive workforce that reflects the diversity of our community. We actively encourage applications from candidates who bring a range of perspectives, particularly those from underrepresented groups.

We are proud to have signed up to the Social Care Workforce Race Equality Standard (SC-WRES), a continuous improvement programme designed to help social care organisations achieve anti-racist workplaces. Our commitment means we are actively working to identify and address inequalities, improve representation in leadership, and ensure fair treatment and opportunity for all colleagues in Adult Services. [skillsforcare.org.uk]

We offer great training and support and because of the size and scale of the organisation there are always new opportunities to explore when it’s time for a new role.

Please note that this role is not eligible for visa sponsorship. Applicants must already have an independent and unrestricted right to work in the UK, without the need for employer sponsorship now or in the future.