Resident Engagement & Service Improvement Officer in London

• Resident Engagement & Service Improvement Officer (Temp - Perm)
• £33.44-£35.12 per hour umbrella
• Southwark, London
• Mixed estate/office-based | Flexible working

We're recruiting for a Resident Engagement & Service Improvement Officer to join a well-established, resident-led housing organisation in Central London.

This is a genuinely interesting opportunity for someone who wants their work to have a visible impact.

Unlike many larger housing providers, this is an organisation where residents play a real part in shaping how their homes and services are managed.

Decisions are made close to the communities they affect, ideas can be turned into action quickly, and the person coming into this role will have the opportunity to influence both the resident experience and how services are delivered.

Managing around 1,600 homes across Southwark, the organisation has a strong community identity and a clear ambition to provide excellent housing services while giving residents a meaningful voice in the decisions that affect them.

The role

This is a varied position combining resident engagement, service improvement, performance analysis and organisational change.

You'll lead work to increase resident participation, particularly among people who may not traditionally get involved, while also working across the organisation to identify where services can be improved.

One day you could be meeting residents and developing new ways to increase involvement; another could involve analysing performance data, working with colleagues to understand why a service is underperforming and helping put improvements into practice.

You'll have the freedom to bring ideas, challenge existing ways of working and help shape services around what residents actually need.

Your work will include

• Developing new ways to increase resident engagement, participation and inclusion.
• Building relationships with residents and helping new and existing resident groups develop.
• Finding better ways to involve residents whose voices may previously have been underrepresented.
• Supporting resident engagement around building safety, major works and other important housing services.
• Working with residents and internal teams to co-design service improvements.
• Analysing KPIs and service performance information, identifying trends, risks and areas where things could work better.
• Leading and supporting improvement and transformation projects from idea through to implementation.
• Reviewing processes, procedures and working practices to improve efficiency and service quality.
• Helping ensure services continue to meet relevant housing legislation, standards and regulatory requirements.
• Measuring whether changes have actually improved outcomes for residents.
• Producing engaging communications, publicity and social media content to encourage involvement.
• Helping create stronger links between the organisation and the communities it serves.
• Who we're looking for

You’ll probably already have experience within social housing, resident engagement, community involvement, service improvement, performance or a closely related area.

We'd particularly like to hear from people who can demonstrate

• Experience working directly with residents or service users to improve engagement, participation and inclusion.
• A good understanding of the social housing sector.
• Experience within, or a good understanding of, resident-led, tenant-managed or democratic organisations.
• Knowledge of the barriers that can prevent people from becoming involved in their community.
• Experience of service improvement, project work or performance management.
• Confidence working with data and using it to identify trends and areas for improvement.
• The ability to build relationships with a wide range of residents, colleagues and stakeholders.
• The confidence to influence change and deal constructively with difficult or conflicting views.
• An understanding of improvement techniques such as Lean, Six Sigma or other process-improvement approaches, whether through formal training or practical experience.
• Good written communication skills and the ability to produce engaging resident communications and social media content.
• A degree-level education is welcomed, although equivalent practical experience in service and process improvement will also be considered.

Why consider it?

The real attraction here is the chance to work somewhere small enough for your contribution to be noticed, but established enough for you to be involved in significant housing, community and service-improvement work.

You won't be several layers removed from residents or from the decisions being made.

You'll work directly with the people using the services, alongside colleagues who know their communities, and you'll be able to see the effect that improvements have.

The organisation has a supportive, inclusive culture, genuinely welcomes new ideas and offers flexibility around how the role is delivered.

There will be a mixture of office-based, estate-based and flexible working, reflecting the resident-facing nature of the position.

Some occasional evening or weekend work may be required for resident events and meetings, with time off in lieu.

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