Resident Engagement Officer To make a measurable, positive difference to TCH residents and help meet organisational and regulatory objectives by championing resident engagement and co-creation of services with residents ensuring the ‘resident voice’ features in all customer-facing and non-customer facing services. Hours of work: 35 Location - Tunbridge Wells or Canterbury (Depends on the successful applicants location) Contract: Permanent Probation Period: 6 months Notice period: 1 Month Who are we? We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area. Why Choose Us * Contributory pension scheme 4% to 10% matched contributions * Hybrid working * Free onsite car parking * Life assurance of 4x annual salary (Terms and Conditions apply) * 30 days annual leave in addition to bank holidays * Two volunteer days per year * Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions) * Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses * Extensive annual Staff Wellbeing programme * Enhanced maternity, paternity, and shared parental leave provision * Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.) * Annual flu vaccinations * Access to an extensive range of corporate discounts on shopping, travel & days out * Social events, including lunchtime walking, rounders, festive Fridays * Travel loan Key actvities * Lead on engagement activities, promoting innovation and good practice across the organisation, including any approaches such as co-creation in the design of service improvements. * Support in the promotion and production of marketing and advertising materials for engagement events. * Facilitate resident involvement events in collaboration with operational teams. * Provide support to TCH staff in dealing with and understanding resident engagement feedback by sharing good practice and ensuring awareness of key trends and themes to support performance and service improvement. * ‘Close the loop’ by tracking, evidencing and reporting on impact made to services from resident engagement activity. * Support compliance with Equality and Diversity legislation by working with teams to ensure understanding of resident groups, accessibility, and satisfaction and working to identify and engage underrepresented and harder to reach groups and individuals. * Target all engagement events to meet the diverse needs of our residents, removing barriers to engagement and in doing so help TCH meet regulatory requirements. *Support formal engagement structures and new initiatives to ensure greater numbers of residents get involved. * Support local engagement groups, including associations, clubs, focus groups, community events and other local similar groups and events. Engagement and Insight * Promote, develop, and sustain effective resident engagement by increasing the impact of engagement activities. * Assist the Resident Engagement Manager and data and insight team in the collection, collation, analysis and reporting of all customer insight, using methods such as tailored Surveys, WordNerds and CX Feedback. * Produce Feedback Delivery Plans / Service Improvement Plans in collaboration with relevant Manager. * Support reporting on all progress being made against Feedback Delivery Plans/Service Improvement Plans, * Assist the Resident Engagement Manager with identifying resident insight projects * Lead in the production of feedback outcomes to be included in newsletters, the website and on social media platforms, including “You Said, We’re doing …”, and main themes being identified by resident feedback. General job information GENERAL * To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible. *Recognise, respect, and promote the different roles and diversity of individuals. * To actively contribute towards the key performance indicators and professional standards. *Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly. *To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives. *To participate in training, attend other meetings, and staff events as required. * Be an effective member of your team, presenting a positive impression of your section and the Group. *Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements. * Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately. * Maintain awareness of budget requirements and value for money while delivering your role. * Consider and highlight any risk to the organisation or individuals whilst delivering your role. * Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly. * This role will involve visiting other offices and stock and you will be required to have your own car and full driving licence. This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected. Required Education & Qualification * Minimum A level/NVQ qualification. (Desirable) * Housing Qualification or GCSE level passes Grade C or above, or equivalent and a willingness to work towards professional qualifications as required. Required Key Skills and Competencies * A good understanding of customer experience. * Experience of delivering resident engagement/empowerment to generate continuous improvement. * Knowledge and understanding of a range of community engagement systems and techniques. * A working knowledge on how to deliver projects (project management) * Excellent, evidenced customer care skills and a “people” focussed approach to service delivery and track record of engaging with customers. * High level IT skills, including the use of web-based systems. * High quality communication skills, particularly in relation to report writing and with customers. * Ability to design and deliver events and training activities for a variety of audiences. * A record of high-quality service delivery. * Experience in a frontline service environment. * Advanced skills in Microsoft Word, Excel, and PowerPoint. (Desirable) * Experience in a housing environment. (Desirable) * An understanding of vulnerability and support services. (Desirable) Required behaviours * A flexible approach to work, including evenings and weekend work. * Excellent influencing and problem-solving skills. * Ability to develop positive relationships with a wide range of stakeholders at all levels. * Excellent organisational skills. Our Values Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done. Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites. Equal Opportunities Statement TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH. We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process. Applications Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications. Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer. Key Dates: Close on: 30th June Interviews on: 16th July