Resident Voice Manager

Milton Keynes City Council; United States; Remote; USD 74,000 - 114,000; Full time

Benefits offered by this job

28 days annual leave

Local Government Pension Scheme

Family-friendly policies

Employee benefits programme

Car salary sacrifice scheme

Blue Light Card

Job summary

Milton Keynes City Council is recruiting a Resident Voice Manager within Housing Operations. You will lead the Resident Voice service, shaping engagement and complaints handling to influence service design and improvement.

You will develop policies, ensure compliance with housing regulation and the Housing Ombudsman Complaint Handling Code, and turn feedback into measurable improvements while leading a diverse, resident-focused team.

Qualifications

• Substantial experience of resident engagement, complaints handling, service improvement and leadership in a regulated environment.
• Strong knowledge of social housing regulation and Housing Ombudsman Complaint Handling Code.
• Ability to develop colleagues, manage performance and build a positive, resident-focused team.
• Excellent communication skills and the ability to turn data into practical recommendations.

Responsibilities

• Lead and develop the Resident Voice service and engagement.
• Develop and implement resident engagement and complaints policies.
• Oversee complaint responses to ensure timeliness and quality.
• Turn feedback and performance information into measurable service improvements.
• Build relationships across Housing Operations and with residents and community groups.

Skills

Resident engagement

Leadership

Complaints handling

Regulatory knowledge

Communications

Education

CIH Level 5

Job description

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,

• 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. 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.

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]

• Great holiday benefits - most roles include 28 days annual leave every year on top of public (bank) holidays, increasing to 32 days 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.

Why join us?

Along with more on our Benefits, discover why Working at the City Council could be the right move for you here Working at the Council | Milton Keynes 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.