Reference 146672 Customer Voice Manager Holliday Street, Birmingham £43,969.00 - £46167.00 £1680 Car Allowance per annum 37.5 hours per week 27th February 2026 About the role The Customer Voice Manager is responsible for developing, implementing, and overseeing a comprehensive resident engagement strategy that ensures residents have a meaningful, influential voice in how services are designed, delivered, and improved. The role leads organisational work on customer engagement, scrutiny and embedding of complaints learning, ensuring the organisation complies with the Regulatory Standards (including the Consumer Standards 2024), and building safety resident engagement duties. The postholder will act as an organisational champion for resident involvement, embedding a culture of transparency, accountability, and co-production across all services. What you’ll be doing Design and deliver an organisation-wide resident engagement strategy aligned with regulatory requirements. Develop creative and inclusive channels for resident voice (digital platforms, panels, forums, estate-based engagement, targeted groups, surveys, door knocks, engagement events). Lead all Resident Engagement activities, supporting residents to challenge performance and co-design service improvements. Ensure engagement reaches all demographics, with tailored approaches for vulnerable groups and those in supported housing. Ensure the customers voice is heard, including the ‘silent voices’, through effective and collaborative working within the organisation. Ensure compliance with the Consumer Standards (2024) Manage the Resident Engagement components of the Building Safety Act, including resident communication strategies for high-risk buildings. Provide evidence and assurance to the Assistant Director of Housing, the Executive Team, Audit & Risk Committee, and Board. Work with the Complaints & Customer Satisfaction manager to embed learning from complaints, repairs feedback, and case reviews. Identify themes, risks, and opportunities for continuous improvement. Monitor Service Improvement activities and report these to the Assistant Director of Housing and Executive Team. Work collaboratively with all teams including Housing, Repairs, Supported Services, Compliance, and Asset teams to ensure residents are engaged in major service change, regeneration, and planned investment programmes. Develop partnerships with local authorities, community organisations, and specialist groups to enhance engagement opportunities. Who we’re looking for? Essential Strong background in social housing, customer engagement, or community development. Understanding of: Regulator of Social Housing Standards Tenant Satisfaction Measures (TSMs) Housing Ombudsman Complaint Handling Code Ability to interpret customer insight data and translate it into tangible improvement actions. Excellent communication, facilitation, and negotiation skills. Desirable Experience of working within social housing / supported housing or complex needs environments. Knowledge of safeguarding principles and trauma-informed engagement methods. Project management qualification or equivalent experience. Why join us? This is not just a ‘job’ this is the feeling of knowing that you are part of something bigger and being able to go home each day with job satisfaction and pride in what is achieved by Trident Group every day. Our purpose is putting people and communities at the heart of our services and the safe homes we provide. To deliver against our purpose we will be: Trustworthy Collaborative Accountable People Focused Caring in all we do The benefits 34 days annual leave, plus the option to purchase up to 5 additional days A day off for your birthday 4 days off when you move home Life assurance (3 x salary) Employee Assistance programme & wellbeing programme Flexible Working options Learning & Development opportunities Who we are? Trident Group has over 60 years’ experience of delivering homes, services and innovation for up to 8,000 people in over 3,600 homes in some of the most disadvantaged communities in the Midlands. The Group employs more than 650 staff, works with volunteers and provides training places and apprenticeships for many more. The Group consists of; Trident Housing, which provides landlord services for the Group in respect of housing management and maintenance Trident Reach, which is a registered care and support charity delivering trauma informed care and support services. We celebrate Equality, Diversity, and Inclusion and as a trauma informed organisation we are continually striving to build a community where everyone feels valued, respected and equally guided by our beacon of hope. As a Disability Confident Committed Employer, we have committed to: ensure our recruitment process is inclusive and accessible communicating and promoting vacancies offering an interview to disabled people anticipating and providing reasonable adjustments as required supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work at least one activity that will make a difference for disabled people How to apply? If you think this role is a good fit for you, click apply and upload your CV! All applicants must provide their right to work documentation at interview stage, such as a valid passport which will be verified to check your eligibility to work and live in the UK. Relevant roles will be subject to a successful disclosure at an appropriate level from Disclosure and barring service (DBS). We reserve the right to close this vacancy early should sufficient applications be received. At Trident Group, we only consider agency introductions where a signed agreement is in place, and where the agency has been specifically contacted by a member of our People & Culture Team. We do not accept responsibility for any fees related to unsolicited or speculative CV submissions made directly to our employees or outside of the above.