Hays
Tenant Engagement Officer
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An established and values-driven housing provider is seeking a Community Partnership & Engagement Officer to play a key role in strengthening tenant engagement, improving customer satisfaction, and ensuring residents have a meaningful voice in service delivery. With a strong commitment to community wellbeing, inclusion, and housing excellence, this organisation provides affordable housing and support services across the West Midlands and works closely with residents, partners, and stakeholders to create thriving communities.
Your new role
As the Community Partnership & Engagement Officer, you will lead on tenant engagement, resident involvement, and customer satisfaction initiatives across the organisation. Working closely with operational teams, senior leaders, tenant groups, and external partners, you will ensure residents are actively involved in shaping services and influencing key decisions. Key responsibilities will include:
- Leading the delivery of customer engagement strategies and resident involvement programmes.
- Facilitating tenant panels, scrutiny groups, forums, and engagement events.
- Monitoring and evidencing compliance with Consumer Standards, Tenant Satisfaction Measures (TSMs), and Housing Ombudsman requirements.
- Producing reports, surveys, annual tenant reports, and impact assessments.
- Managing customer feedback, complaints monitoring, and service improvement initiatives.
- Building strong partnerships with community organisations, stakeholders, and external agencies.
- Supporting the development of staff training relating to customer engagement and tenant participation.
- Line managing a Community Partnership & Engagement Assistant.
- Representing the organisation at meetings, forums, and community events across the region.
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What you'll need to succeed
To be successful in this role, you will have:
- Experience working within social housing, community engagement, customer involvement, or a related sector.
- Strong knowledge of tenant engagement, customer satisfaction, and resident participation principles.
- Experience producing reports, analysing performance information, and presenting findings to a range of stakeholders.
- Previous experience managing or supervising staff.
- Excellent stakeholder management and relationship-building skills.
- Knowledge of housing regulation, consumer standards, tenant satisfaction measures, or complaints handling frameworks.
- Strong communication, influencing, and organisational skills.
- Good digital and IT skills, including the use of social media and online engagement platforms.
- A full UK driving licence and access to a vehicle for business use.
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What you'll get in return
- Competitive hourly rate of between £24.00 - £28.50 per hour.
- Opportunity to make a genuine impact on customer experiences and service improvement.
- Varied and rewarding role with a mix of office, community, and stakeholder engagement activities.
- Supportive and collaborative working environment.
- Opportunity to lead on resident engagement initiatives and influence organisational strategy.
- Ongoing professional development and training opportunities.
- Flexible role with travel across the West Midlands and occasional wider UK travel.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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