Resident Engagement & Partnerships Officer

Location

Camden, Greater London | United Kingdom

Job description

Job Title: Resident Engagement & Partnerships Officer

Contract Type: Permanent

Salary: £32,000 – £34,000

Working Hours: 35 hours per week

Working Pattern: Monday - Friday, with occasional evening and weekend working

Location: Based in Camden but work will cover West London, Berkshire, Windsor and Maidenhead

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as a Resident Engagement & Partnerships Officer

The Resident Engagement Team supports our vision of promoting aspiration; self-reliance and social mobility in our communities' ensuring residents are actively engaged and feel involved in how we improve services.

About You

As a Resident Engagement & Partnerships Officer you will:

• Ensure the effective delivery of Resident Engagement Strategy.
• Implement and monitor the impact of the Resident Engagement activities.
• Co-create partnerships with service providers and others to maximise benefits for OH communities through collaboration and matched funding
• Provide focus on implementation and monitoring of a menu of options for resident engagement, supporting and building relationships with the residents who are taking part in activities.
• Help to ensure our visions and values are promoted resulting in meaningful outcomes for residents and exceeding the HCA Involvement and Empowerment standard.
• Monitor, review and make best use of the community centres.
• Engage with, guide and support residents; ensure services reflect residents’ needs and resident involvement through regular reporting to other teams.
• Support and enable meaningful events that reflect positive resident engagement and provide demonstrable and tangible outcomes for service improvement.
• Understand the diverse needs of residents and tailor engagement to ensure all residents have the opportunity to get involved.
• Effectively communicate your achievements through social media

Why Riverside?

One Housing is part of Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

As part of the Social Mobility team you will:

Service Improvement – modernising services:

• Use customer insight reports, complaints, audits and other statistics to shape and deliver best performance for you and your team.
• Support better ways of working that drive efficiency, promote excellence and ensure value for money.
• Engage in a culture of developing innovative solutions and services that enhance our business, deliver on value for money and reflect our values.
• Meet KPIs achieving upper quartile performance.
• Embrace IT systems to keep website, hub, databases and literature up-to-date and communicating effectively with a range of audiences, promoting Riverside positively in all communication.
• Manage workloads effectively, balancing priorities and being able to complete new projects on time whilst maintaining a quality service.

Customer services & resident engagement:

• Be highly visible and a beacon for excellent customer services resolving queries at the first point of contact.
• Contribute to environmental improvement plans that ensure our estates, properties and tenancies are vibrant neighbourhoods.
• Take ownership and responsibility for everything you do striving to perform at a high level at all times
• Maintain an up-to-date understanding of resident engagement issues understanding how to deliver services across all tenures.
• Seek funding and resources from external sources to support resident engagement and community based activities.
• Create and support opportunities that ensure residents are fully involved in estate-based services.
• Communicate effectively verbally and in writing ensuring all correspondence is properly saved.
• Get to know your residents, be the champion for your area taking responsibility for ensuring residents feel a part of One Housing and can get involved in a meaningful way.
• Support and build relationships with residents to meet their diverse needs and aspirations resulting in high levels of involvement, empowerment and satisfaction.

Partnerships and collaborative working:

• Create and enhance internal collaboration ensuring a high level of performance is maintained
• Work closely with residents, external stakeholders and other departments within One Housing to deliver the corporate plan and operational targets
• Manage external partnerships, particularly political to enhance our reputation without compromising our objectives.
• Work with property managers, local authority and voluntary sector partners, resident panels and statutory services to address local environmental and community and ASB issues.
• Work closely with residents, partner landlords, managing agents, contractors andother agencies to address environmental and community issues.

Person specification

Essential

As a Resident Engagement & Partnerships Officer you will bring:

• An ability to provide and develop high quality, customer focused, value for money services and programmes that involve and empower customers to contribute to and scrutinise services and develop their communities.
• Experience of successfully working with front line operational services in particular in leading and managing resident or customer consultation and focus groups.
• A real understanding of how to gather resident’s needs and be keen and skilled at developing a positive rapport with tenants, tenant’s representatives, stakeholders and partners.
• Be a confident communicator, handling all types of contact and relationships with ease and being able to remain calm under pressure, inspiring confidence in your ability and demonstrating commitment to excellent partnership working.
• A ‘can-do’ attitude and solutions-driven, innovative approach that has successfully modernised services.
• An understanding of social housing in today’s environment.

As a Resident Engagement & Partnerships Officer you will be:

• A supportive team member offering support to your colleagues and regularly willing and able to step outside your role when the service demand, in pursuit of our vision and values
• Experienced in managing community centres (or similar).
• Self-motivated and able to manage your own workloads use your initiative to create appropriate projects and meet deadlines and targets.
• Someone who is able to converse with a wide range of customers across all communication channels including social media, smart phones apps etc.
• Able to engage effectively with a range of individuals and organisations and understand the political context we operate in.
• IT literate and skilled at producing and presenting literature.
• Able to demonstrate a high level of professionalism in your work at all times, working with minimal supervision to complete tasks accurately the first time.
• Educated to a good standard and be highly IT literate and proficient at producing and presenting reports, analysing data and presenting it in a meaningful way for residents.
• A confident communicator who can sell the most difficult message, reassure the most vulnerable resident and breathe life into the most boring topic, at ease at presenting to wide audiences, and able to speak confidently at external meetings.
• Receptive to feedback seeing it as a vital part of your work and want to continually improve, learn and develop your skills.
• Have a real understanding and commitment to meet residents’ needs, particularly vulnerable residents and be keen to develop a positive rapport with tenants and their representatives.
• Be a pro-active problem solver who can identify and resolve issues quickly and calmly.
• Be resilient and ready to take responsibility when things go wrong, maintaining a professional approach.
• See giving and receiving feedback as a vital part of your work and want to continually improve, learn and develop your skills.

Job tags

Salary