We are looking for a passionate and customer-focused individual to join our team and help ensure that resident voices are at the heart of everything we do. This role plays a key part in making a positive and measurable difference to residents by championing resident engagement, encouraging participation, and supporting the co-creation of services. Working closely with colleagues across the organisation, you will help drive service improvements, support regulatory compliance, and ensure resident feedback influences both customer-facing and internal services.
What you'll do
As a Resident Engagement Officer, you will support and lead a variety of engagement activities that encourage residents to shape and influence our services. You will organise and facilitate engagement events, support resident scrutiny activities, and work alongside operational teams to increase resident involvement across the organisation. You will help promote engagement opportunities through marketing and communication channels, support local resident groups and community initiatives, and ensure engagement activities are accessible and inclusive for all residents. In addition, you will work closely with colleagues to gather, analyse and report on resident feedback using a range of tools and insight platforms. You will identify trends and themes, contribute to service improvement plans, support the production and monitoring of Feedback Delivery Plans, and help communicate outcomes to residents through initiatives such as "You Said, We Did" and social media updates.
What you'll need
To succeed in this role, you will have strong communication and interpersonal skills, with the ability to engage effectively with a wide range of people and build positive relationships. You will be passionate about customer engagement and using feedback to improve services, with experience of supporting events, meetings, consultations or community engagement activities. You will be organised, confident managing multiple priorities, and comfortable analysing information to identify trends and opportunities for improvement. An understanding of equality, diversity and inclusion principles is essential, along with a commitment to ensuring all residents have the opportunity to participate and have their voices heard. You will also be a collaborative team player who can work effectively across departments and contribute to achieving organisational and regulatory objectives.
When you join Town and Country Housing, you're joining a team guided by our values, Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included and empowered.
What we offer
- Contributory pension scheme up to 10% matched contributions
- Life assurance of 4x annual salary (Terms and Conditions apply)
- 30 days annual leave in addition to bank holidays
- 24/7 digital GP service and counselling helpline (including face-to-face sessions)
- Free annual eye test voucher and contribution towards glasses
- Enhanced maternity, paternity, and shared parental leave provision
- Flexible benefits scheme, including family friendly benefits and access to a discount portal
Please read before applying:
- You must have the right to work in the UK; we are unable to provide a visa sponsorship.
- We reserve the right to close this advert early if we receive a high volume of suitable applications.
- This is a hybrid role where we expect all staff to come into their base office 2 days a week (everyday during induction which could be up to 3 months)
If you have any questions about this role, please email the Talent Team on talent @tch.org.uk
As a Disability Confident Committed employer, we are committed to ensuring our recruitment process is accessible to everyone. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for our vacancies. We will make reasonable adjustments where required throughout the recruitment process. Applicants who require reasonable adjustments to the application process, assessment methods, interview arrangements or other recruitment activities are encouraged to let us know of how we can offer support to enable them to participate fully.
Interviews will be taking place in personWednesday 4th November 2026
- Job Reference townandcountryhousing/TP/1950/126
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Resident Engagement Officer employer: TCH
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