Customer Engagement Coordinator in Exeter

As Customer Engagement Coordinator you will build strong, positive relationships with residents, ensuring they have meaningful opportunities to influence service delivery, shape housing policy, and improve their neighbourhoods. The role strengthens trust, supports customer insight, and drives continuous service improvement across Cornerstone.

Main Tasks

• Increase resident engagement and participation.
• Use customer insight and feedback to improve service delivery.
• Help to create and develop cohesive communities.
• Effective communication and actively promoting inclusive engagement opportunities.
• Complying with regulatory and governance requirements.
• Work in partnership with a range of other agencies and in multi-agency settings.

Engagement & Participation

• Assist to deliver our Customer & Communities Strategy aligned to organisational priorities.
• Provide a range of accessible engagement opportunities including focus groups, community meetings, digital engagement, surveys, estate walkabouts, and manage/organise and support our Resident Engagement Panel.
• Organise/manage community days in line with our Resident Engagement strategy.
• Support and train resident representatives, including scrutiny groups and community champions.
• Ensure that engagement activity reflects diverse customer voices, including underrepresented or vulnerable groups.

Customer Insight & Feedback

• Collate and analyse resident feedback, satisfaction data, and complaints themes to identify service improvements.
• Produce reports and make recommendations for senior management and operational teams.
• Track and evidence “you said, we did” outcomes to demonstrate the impact of engagement.

Community Development

• Support community projects, resident-led initiatives, and partnership work that strengthens neighbourhood cohesion, in line with our greener ways strategy.
• Work with external agencies (e.g., voluntary sector, support providers, police, local authorities) to maximise community benefits.
• Identify opportunities for funding and grants to support resident-led activities, to include our Resident Engagement Panel days.

Communication & Relationship Management

• Act as a key point of contact for tenant groups, forums, and individual residents.
• Create clear, accessible communication materials (newsletters, social media posts, briefings).
• Promote engagement opportunities using a range of communication channels.

Compliance, Governance & Standards

• Ensure engagement activities meet regulatory requirements (e.g., Regulator of Social Housing consumer standards).
• Maintain accurate records of engagement activities, decisions, and outcomes.
• Support preparations for regulatory inspections, including the Tenant Satisfaction Measures (TSMs).

General Duties

• Promote Cornerstone’s vision and values in all that you do.
• Work positively and collaboratively with customers, colleagues, other agencies, and third parties to ensure strong working relationships and a good standard of service delivery to customers.
• Ensure that you are fully acquainted with and follow the law, regulations, policies and procedures as they relate to your post.
• Observe and promote Cornerstone’s Health & Safety policies and procedures at all times.
• Ensure all data is handled in accordance with GDPR and in line with both the Information security and data management policies.
• Take ownership of the quality and accuracy of processing data and its appropriate storage, transfer and retention.
• Treat customers and colleagues with respect, ensuring people feel included and that diversity is valued.
• Observe and promote our equality, diversity & inclusion policies and procedures at all times.
• Take ownership of your own professional development as relevant to your role and complete training deemed appropriate for your role and skills.
• Keep all duties of the post-holder under review and make recommendations for any improvements in policies and procedures to your line manager.
• After hours work will be required within the scope of the role, including meeting attendance.
• Any other duties appropriate to your position as may be identified from time to time.

Person Specification

• Basic Eligibility
• Right to work within the United Kingdom — Essential
• Satisfactory Basic DBS check (Any offer of employment will be conditional on you satisfying these requirements) — Essential
• Valid full driving licence — Essential
• Qualifications
• At least two years of relevant employment history, including working directly with vulnerable clients — Essential
• Knowledge & Experience
• Knowledge of housing legislation and regulatory frameworks — Essential
• Experience in tenant/resident engagement, customer involvement, community development, or related field — Essential
• Experience supporting formal tenant scrutiny or governance structures — Desirable
• Understanding of safeguarding and equality duties — Desirable
• Experience working with vulnerable tenants (e.g., mental health, disabilities, complex needs) — Desirable
• Skills & Knowledge
• Strong communication and facilitation skills — Essential
• Ability to build rapport with diverse customers, including those with vulnerabilities — Essential
• Excellent organisational and project management skills — Essential
• Ability to analyse data and produce clear reports — Essential
• Confident in using digital platforms for engagement (Teams, social media, survey tools) — Essential
• Behaviours & Competencies
• Customer focused and empathetic, committed to improving tenant experience — Essential
• Inclusive, respectful and equality driven, ensuring all customers feel valued and heard — Essential
• Proactive, solutions focused, able to take initiative and strong problem solving skills — Essential
• Able to influence and challenge constructively — Essential
• Collaborative, working well across teams and with partners — Essential
• Resilient and adaptable, able to remain professional in difficult or sensitive situations — Essential
• Commitment to continuous improvement and reflective practice — Essential
• Values
• Positive, ambitious, responsible, kind and connected — Essential
• Commitment to professional and ethical housing practice — Essential
• Commitment to diversity, equity and inclusion in the workplace and service delivery to customers — Essential
• Commitment to providing the best possible service to customers and in ensuring customer voices are listened to and acted upon — Essential
• Commitment to continuing professional development — Essential
• Commitment to continuous service improvement — Essential
• Other
• Flexible and self-motivated — Essential
• Willingness to work outside of normal working hours as required — Essential
• Willingness to safely lone work outside of the office environment and in customers’ homes — Essential

Typical Outcomes / Measures of Success

• Increased resident participation and satisfaction
• Clear, evidenced impact of engagement on service improvements
• Strong relationships with tenant groups and communities
• Positive compliance with regulatory consumer standards and TSMs
• Improved customer insight and organisational learning