Resident experience partner

Location

Letchworth Garden City, Hertfordshire | United Kingdom

Job description

We’re settle, a resident-focused housing association. Working in communities across Hertfordshire, Bedfordshire, Buckinghamshire, and South Cambridgeshire, we provide more than 23,000 residents in over 10,000 households with a place to call home. There is something special about working here. It’s in the values that shape us and the people that make us – us! And it’s in caring not only about the work we do, but also how we do it. We put residents first. We know that everyone is different, so we ensure that we provide a service that is as individual as each resident.

Here at settle we are looking for a Resident experience partner to join the Customer experience team. We have started to develop a new approach to colleague and resident engagement, your role will be to deliver these ambitions as involving residents and colleagues in the decisions that we make is how we run our business. You will partner with the organisation and external agencies to support residents in a way that works best for them, with resident engagement and influence at the forefront of your role. You will be open-minded, resilient, and curious, working closely and collaboratively with the customer experience team to deliver joined-up services which when delivered achieve positive change.

Requirements

Outline of Key Responsibilities...

• Support delivery of the resident engagement plan.
• Build strong and trusted relationships with resident panels, forums, communities, and stakeholders.
• Understand and identify opportunities to drive engagement across various resident demographics and communities.
• Co-ordinate a programme of resident engagement activities and develop ways of working which promotes the use of digital solutions, including social media.
• Align resident engagement to consumer standards and housing legislation to ensure compliance.
• Work closely with customer insights on data analysis looking at trends and opportunities for improvements to the services we deliver.
• Support and drive the development of increased resident engagement through digital channels and relevant methods.
• Support the resident and colleague experience manager in delivery of a positively impactful and meaningful resident experience.
• Support the activities and outputs of resident forums, ensuring we have robust records of what residents have told us and the actions we have taken as a result.

We are looking for someone who has...

• Excellent interpersonal skills with a resident-focused attitude and the ability to develop strong working relationships to achieve desired outcomes.
• Experience of working in a customer-focused environment engaging effectively with a diverse group of people including the public and partners
• Collate, analyse, and report data into meaningful feedback.
• Excellent organisational skills, be self-motivated, proactive, and flexible in your approach.
• Communicate clearly in writing and verbally with a wide range of residents and colleagues.
• Uphold and live settle values with a robust commitment to diversity.
• Be a professional in the housing sector by aiming towards and achieving professional development through the chartered institute of housing.

For added brilliance:

• You’ll be passionate not just about resident engagement, but also about empowering residents to influence the way we run our business.

Benefits

In return, we are offering...

• An annual salary of £40,000 per annum
• Hybrid working role dependant
• Flexible working
• Enhanced maternity, paternity and adoption leave
• Annual Leave - 27 days per year increasing by length of service (up to 32 days)
• Stakeholder pension scheme
• Life assurance
• Healthcare cash plan
• Local discounts
• Mental health support and counselling sessions

"At settle we operate a no closing date policy and evaluate candidates upon application. Therefore please apply without delay."

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.

Job tags

Salary

£40k per annum