Resident Engagement Coordinator

Main Purpose of the Role

The Resident Engagement Co‑ordinator will be responsible for delivering the aims of Concept Housing Association's resident engagement strategy. This includes developing and implementing initiatives that empower residents to scrutinise services, monitor performance, and hold the organisation accountable for meeting its objectives. As a champion of the resident voice, the postholder will create meaningful and inclusive engagement opportunities that reflect the diverse needs of our residents. This includes organising a programme of activities that support both individual and community development, while ensuring that hard‑to‑reach groups are given the opportunity to participate. This role requires a deep understanding of the barriers faced by residents and a commitment to overcoming these through the delivery of innovative engagement approaches. Please note – while based in Birmingham, this role involves a monthly trip to Bradford, with the possibility of additional visits at certain times and to other managed locations. Flexibility is essential for this position.

Key Responsibilities

• Lead the development and promotion of resident engagement opportunities tailored to resident profiles and needs.
• Support residents in participating in service scrutiny and monitoring, ensuring feedback informs improvements.
• Coordinate an annual programme of resident events and activities, promoting engagement benefits internally and externally.
• Increase participation from underrepresented and marginalised groups using creative and inclusive methods.
• Provide support and advice to residents wishing to become actively involved, including forming resident groups and accessing funding.
• Develop and deliver an annual engagement plan and assess the impact of activities.
• Facilitate resident contributions to the Annual Report through consultation meetings.
• Build strong partnerships with managing agents to enhance resident involvement in service delivery and scrutiny.
• Promote a resident‑centric culture across the organisation, encouraging colleagues to learn from feedback.
• Support the use of technology to make engagement more accessible.
• Ensure performance standards are consistently met or exceeded.

Relevant Essential Skills and Experience

• CIH Level 3 Diploma in Housing, or higher education qualification in housing (or relevant experience and open to gaining a relevant qualification if required by government).
• Experience of working with marginalised/hard to reach customer groups.
• Experience of using technology to improve services for residents.
• Experience of planning and holding community/customer events.
• Experience of working within the social housing sector.
• Understanding of the Regulator for Social Housing's consumer standards, Housing Ombudsman Complaint Handling Code, data protection and health and safety legislation.

Why Join Us?

• Company pension scheme for your future.
• Life assurance (four times your salary).
• Private medical insurance for peace of mind.
• Salary exchange for an electric car (subject to eligibility).
• Additional leave options: bereavement, life events, emergency days, and even your birthday if it falls on a weekday.
• Christmas office closedown days to enjoy the festive season.
• Access to an employee reward portal.
• Employee referral scheme to share opportunities.
• Mileage allowance for work‑related travel.
• Enhanced maternity and paternity pay to support growing families.
• Employee assistance programme for confidential help and advice.

Our Inclusive Culture

We are proud to be an equal opportunities employer. Every application is assessed based on role requirements - never on gender, nationality, ethnicity, marital status, age, disability, sexual orientation, or religious belief. We celebrate diversity and foster an environment where everyone feels valued and respected.