Tenant Engagement Officer

Northumberland County Council; Cramlington; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

26 days annual leave + holidays (pro‑r

Local Government Pension Scheme

Flexi scheme (up to 2 days per month)

Job summary

Northumberland County Council is recruiting a Tenant Engagement Officer within Housing Services. The role focuses on delivering robust tenant scrutiny and engagement, ensuring regulatory compliance, and translating customer feedback into service improvements.

You will build strong relationships with stakeholders and lead collaborative projects that drive co-creation and better housing outcomes, supporting a customer-centred approach across the team.

Qualifications

• Experience in social housing or similar regulated sector.
• Customer-focused with ability to engage diverse audiences.
• Excellent communication and active listening; strong writing and moderation.
• Ability to manage multiple priorities and projects at pace.
• Self-motivated, proactive, and a team player.
• Strong written and visual communication, adapting to audiences.
• Curiosity, empathy and a desire to help people.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Able to analyse qualitative and quantitative information.
• Full, valid driving licence and access to a car for travel.

Responsibilities

• Deliver and support comprehensive, high-quality tenant scrutiny and engagement across Housing Services.
• Ensure compliance with regulatory requirements throughout the role.
• Create mechanisms to share tenant feedback and lived experiences; bring customer voice to life.
• Liaise with internal stakeholders to incorporate feedback into priorities and service delivery.
• Build and maintain strong relationships with internal and external stakeholders.
• Lead collaborative projects and foster a culture of co-creation within the service.

Skills

Social housing experience

Customer-centric mindset

Communication skills

Active listening

Project management

Initiative & teamwork

Written & visual communication

Curiosity & empathy

Microsoft Office

Qualitative & quantitative analysis

Driving licence & car

Tools

Microsoft Office

Job description

Job Introduction

The role

Are you passionate about involving customers in shaping decision-making and driving meaningful change? Do you enjoy creating a range of diverse and inclusive opportunities for customers to be involved? If so, then our Tenant Engagement Officer role is for you.

This is a vital role in Housing Services, during a time of significant and exciting change as we look to improve services following our recent regulatory inspection.

You’ll take ownership in delivering, supporting and creating comprehensive and high-quality customer scrutiny and engagement across the service, ensuring compliance with regulatory requirements throughout. You will create mechanisms to share tenant feedback and lived experience, bringing the customer voice to life in a compelling way, whilst liaising with internal stakeholders to make sure feedback is incorporated into shaping priorities and housing service delivery.

Building strong relationships with internal and external stakeholders is central to this role whilst leading collaborative projects and embedding a culture of co-creation across the service.

You will bring:

• Experience of working in a social housing environment or a similar regulated field
• A genuine passion for putting customers at the heart of decision making
• Strong communication skills, be able to confidently engage with a wide range of people in person, online, over the phone and in writing as well as active listening skills and a proficiency at moderating conversations
• Ability to work at pace and prioritise and project manage several tasks at once
• Motivation, conscientiousness, and the ability to think on your feet, work on your own initiative, as well as being a team player.
• Excellent written and visual communication skills with the ability to adapt style and output to the varying needs of different audiences
• Curiosity, empathy and a genuine desire to help people
• Experience of using Microsoft Office (particularly Word, Excel, PowerPoint and Outlook)
• Ability to analyse qualitative and quantitative information
• A full, valid driving licence and access to a car as regular travel is a key to this role

If you are motivated, genuinely aspire to doing a good job, are hardworking and enjoy a challenge then we would love to hear from you.

Interviews will take place the w/c 5th October 2026.

For further information about this role, please contact Amanda Mason (Customer Engagement and Sustainability Manager) on 07855 126121.

Previous applicants need not apply.

Northumberland County Council’s (NCC) vision is ‘Land of Great Opportunities’, for current and future generations. We believe there is no better place to live and work.

For further information about working for NCC, please visit our website here.

Why choose us?

We have some outstanding benefits and perks to offer you, including:

• 26 days annual leave plus public/bank holidays, rising to 31 days after 5 years of service (pro rata for part-time employees)
• Automatic enrolment into the Local Government Pension Scheme
• Flexi scheme (if applicable) – up to 2 days flexible leave available per month (pro rata for part-time employees)

To see all our excellent benefits and perks, please click here.

Stay connected with us on social media to keep up to date with Northumberland County Council’s latest job opportunities.

Facebook: NCC Jobs Group
LinkedIn: Northumberland County Council Jobs

Further information

Please note that this is a full time position but applications on a secondment or part-time basis would be considered for the right applicant.

For guidance on completing your application and for information about our Equality and Diversity principles, please see the attached guidance notes here.

We are proud to be an equal opportunities employer. We operate a guaranteed interview scheme for disabled applicants who meet the essential criteria. If you have a disability and would prefer to apply in a different format, please see the alternative methods below. This information will be treated as confidential and will only be used to check that you meet the essential requirements of the post.

Alternative application format:

British Sign Language: northumberlandcc-cs.signvideo.net

For those with speech difficulties or hearing loss: Text relay service dial 018001 01670 623930

Although we advertise on North East Jobs, and other websites, your application process will be directed to our Tribepad system. Please note that all communication regarding your application for this post will be sent to the email address that you have registered on Tribepad, including your invite to interview if you are shortlisted. Please check your emails regularly, including Spam/Junk, after the closing dates for notifications.