Midland Heart
Tenant Engagement and Scrutiny Officer
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Tenant Engagement Officer
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:
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- 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.
About 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.
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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).
Apply
Interested? Click on "Candidate Information" below for a full Role Profile. Applying is easy - simply register on our candidate portal uploading a CV and Covering Letter, which show us that you have what it takes to make a success of the role.
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.
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