Resident Engagement Officer

Stonewater

1d•£32,300•Remote

About The Position

This role is focused on strengthening Stonewater's local presence and understanding customer needs at a community level. The Resident Engagement Officer will be responsible for building trusted relationships, amplifying customer voices, and contributing to the improvement of services. The position is home-based, covering the North & East regions, with a salary of £32,300 per annum plus a £3,715 car allowance. The core mission is to ensure customers feel heard, valued, and able to influence decisions affecting their services, homes, and communities.

Requirements

Experience in customer engagement, community work, or customer service.
Strong communication skills with the ability to engage diverse audiences.
Natural ability to build trust and rapport with customers and community groups.
Good organizational skills and attention to detail.
Understanding of housing services or a strong willingness to learn.
Clear commitment to equality, diversity, and inclusion.
Confidence working independently while maintaining connection with a wider team.
IT confidence, including using digital tools for engagement.

Responsibilities

Deliver a wide range of engagement activities, including community events, workshops, digital initiatives, and surveys.
Build strong, trusted relationships with residents, particularly those from underrepresented or harder-to-reach groups.
Translate customer feedback into clear, actionable insights to drive service improvements.
Support colleagues across the organization in engaging effectively with customers.
Coordinate and support customer panels, forums, and scrutiny groups.
Capture, analyze, and share feedback to influence decision-making at all organizational levels.
Promote engagement opportunities through various channels to maximize reach and inclusion.
Collaborate with teams to ensure customer feedback leads to tangible changes.
Represent Stonewater in local communities, partnerships, and events.
Ensure all engagement activities are inclusive, accessible, and comply with regulatory expectations.