Tenant Engagement and Scrutiny Officer

Midland Heart Ltd; Park Central; On-site; GBP 30,000 - 34,000; Full time

Job summary

Midland Heart is seeking a Tenant Engagement Officer to drive tenant-led service improvements. You will coordinate scrutiny projects, engage tenants through My Voice, and interpret performance data to drive actionable recommendations.

The role involves presenting findings to senior managers, writing clear reports, and supporting audits. It offers a hybrid balance of office and community work with regional travel across the Midlands.

Qualifications

• Experience improving services from the tenant perspective with measurable outcomes.
• Comfortable analysing data, spotting trends, and deriving insights from multiple sources.
• Ability to present findings to diverse audiences, from tenants to senior managers.
• Willingness to travel across the Midland Heart portfolio.

Responsibilities

• Connect with tenants through the My Voice programme, focus groups, surveys and visits to shape services.
• Explore performance information and interpret data to understand service performance.
• Write clear reports with practical recommendations for the wider business.
• Challenge existing practices with colleagues and stakeholders and track progress.
• Support tenant-led audits to meet regulatory standards.
• Balance office work with community meetings (3 days in the office, 2 days home). Travel across Midland Heart portfolio.

Skills

Tenant engagement

Data analysis

Report writing

Presentation skills

Job description

Join us as a Tenant Engagement Officer where you will drive a range of tenant engagement opportunities, identify trends and negotiate realistic improvements to services – a brilliant opportunity to have a real impact on services, policies and decision marking!

In this varied role, you'll coordinate scrutiny and engagement projects that make a genuine difference to tenants' lives. Day to day, you'll:

• Connect with a diverse range of tenants through our My Voice programme, focus groups, surveys and door-to-door visits, making sure their views shape what we do.

• Explore and critically interpret performance information, drawing insight from different sources to understand how our services are really performing.

• Write clear reports with practical recommendations for the wider business, and share findings with the teams who can make change happen.

• Constructively challenge existing practices with colleagues and stakeholders, then track progress to make sure agreed improvements are embedded.

• Help deliver tenant-led audits, such as Estate Champions and Consumer Regulation audits, so our services meet regulatory standards.

In return, we offer you a supportive and collaborative environment where you're empowered to enhance tenant experience!

Our ideal candidate?We're looking for a self-led person with a genuine enthusiasm and commitment to delivering tenant led service improvements. Your application will also demonstrate:

• A track record of improving services from the tenant/customer side. Ideally can point to real, measurable outcomes from engagement or scrutiny work, not just running activities

• Comfortable with data: analysing it, spotting trends, and pulling insight from a few different sources to back up recommendations

• Good report writer who can turn findings into clear recommendations the business can act on

• Confident presenting to a mix of audiences, from tenants to senior managers. Able to adapt their style and handle challenging conversations when needed

As an organisation we value collaboration with our tenants, so you can expect a balance of working from the office and meeting tenants in the community (3 days per week), and working from home (2 days per week). Please be aware, you must be willing and able to travel across the Midland Heart portfolio (West & East Midlands) to meet with tenants in locations that are inaccessible via public transport.

Who are Midland Heart?We're one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.

Our tenants rely on us and our services. Their voice, experience and concerns must sit at the heart of the work we do to design, deliver and evaluate our services. Our Tenant Scrutiny team proudly lead the way in supporting this critical work by understanding tenant demographics, driving the involvement of our tenants and collecting tenant feedback to scrutinise the performance of the services we provide.

We are proud to say we have recently been named in the Sunday Times Best Places to Work list, within the Big Organisations category(The Times).

We're proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.