Resident Voice and Engagement Manager

Location: Hybrid working, with attendance at our office in Little Canfield, Essex one day per week, together with occasional travel to meetings and events across our areas of operation. Permanent | Full Time – 35 hours per week Monday to Friday, with occasional working outside of normal office hours.

About us

Hastoe owns and manages more than 7,500 homes across the south of England from Devon to Norfolk. We are one of England’s largest specialist rural housing associations and own and manage homes in a range of rural and urban areas. We are passionate about providing a first-class service for our customers. If you are enthusiastic, customer-focused, and passionate about making a difference to people’s lives, then we want to hear from you.

Help shape services through the voice of our residents

At Hastoe, we believe residents should have a genuine opportunity to influence decisions that affect their homes, communities and services. We are looking for an experienced and motivated Resident Voice and Engagement Manager to lead and coordinate our resident engagement activities, ensuring resident feedback influences decision-making at every level of the organisation. This is an exciting opportunity to play a key role in strengthening resident influence, supporting service improvement and helping Hastoe meet the expectations of the Regulator of Social Housing's Consumer Standards. Working closely with colleagues across the organisation, residents and Board members, you will help ensure resident engagement is meaningful, inclusive and effective, while providing assurance that resident views are helping to shape our services and strategic priorities.

You will:

• Act as the operational lead for resident engagement and support compliance with the Regulator of Social Housing's Consumer Standards.
• Work with colleagues across the organisation to embed resident voice into service design and decision-making.
• Monitor engagement outcomes and ensure commitments made to residents are delivered and evidenced.
• Analyse engagement, satisfaction, complaints and performance data to identify themes, risks and opportunities for improvement.
• Produce reports and presentations for the Executive Team, Board and Committees.
• Lead and support resident consultations, surveys, focus groups, scrutiny activities and engagement forums.
• Build strong relationships with residents, resident representatives, Board members and colleagues across the business.

About you

We are looking for someone who is passionate about resident influence and has the skills and credibility to work effectively with residents, colleagues and senior stakeholders. You will also have:

• Understanding of effective resident engagement and consultation principles.
• Knowledge of the Regulator of Social Housing Consumer Standards.
• Experience of coordinating engagement, consultation or customer involvement activities.
• Experience of managing projects, action plans and monitoring delivery.
• Experience of analysing data and producing reports and recommendations.
• CIH Level 4 qualification, or willingness to work towards achieving this qualification.

Why Join Hastoe?

At Hastoe, you'll be part of an organisation that genuinely cares about its residents, colleagues and communities. In return, we offer:

• A supportive and collaborative working environment.
• Opportunities for professional development and training.
• Flexible hybrid working arrangements.
• A role where your work directly contributes to better outcomes for residents.

We are looking for people who share our values and who are passionate about improving services through listening, learning and taking action.

Benefits provided

• Annual Leave: Starting at 25 days, plus UK Public/ Bank Holidays and 1.5 days complimentary leave, along with the option to purchase additional leave.
• Enhanced Pension: Hastoe's employer contributions start at 5% and are based on a matching of your own contribution level, plus 2%, up to a maximum of 8% employer contribution.
• Other benefits include:
• Flexible working opportunities.
• Annual leave increasing with length of service up to a maximum of 28 days (pro rata for part time employees).
• Discounts for local shops, restaurants and gym membership.
• Cycle scheme.
• Employee Assistance Programme (EAP) – confidential phone and online support and resources service with 24/7 access.
• Health Cash Plan (a type of health insurance).
• 3 x Life Assurance from day 1, for all pension holders.
• A supportive working environment with ongoing learning and development opportunities.
• Long Service awards.

A personal note from Georgina Parkinson, your hiring manager:

We are driving up engagement opportunities for our residents to influence services right through the organisation. We are looking for someone who is as passionate as we are in listening to and involving our residents in strategy development and service improvements. We can't wait to welcome you to Hastoe.

This post is subject to background checks.