Resident Engagement Manager

Resident Engagement Manager
Department: Housing | 
Reports to: Head of Resident Involvement & Participation
Line management: 3 x Engagement Officers (PO2)
Application deadline: Thursday 11th December 2025
Start date: Ideally within the next 2 weeks


About the role
A forward-thinking local authority is seeking an experienced Resident Engagement Manager to lead its resident involvement and engagement activity across housing services. You will shape how residents influence decisions, strengthen accountability, and ensure the organisation is ready for inspection under the Social Housing Act’s Consumer Standards. This role will drive the Resident Engagement Reset programme, embedding new structures, forums and informal channels so that resident voice is at the heart of service design and improvement.

You will coordinate key change projects, oversee governance of resident panels and forums, and ensure feedback is captured, responded to and clearly communicated. The post holder will work closely with senior leaders, housing teams and external partners to deliver practical solutions that improve services, trust and satisfaction.

Working arrangements
This is a full-time, office-based position. You will be expected to work five days per week from the main office, alongside regular community-based visits and resident meetings. Home working is not routinely available due to the need for visibility, collaboration and in-person engagement with residents and stakeholders. Evening and occasional weekend work will be required, with flexibility applied in line with organisational policy.


Key responsibilities

• Lead the Resident Engagement Reset programme and associated projects.
  
  
• Ensure regulatory readiness, compiling and analysing evidence against the Consumer Standards, particularly Transparency, Influence and Accountability.
  
  
• Review and strengthen resident involvement structures, including formal panels and informal engagement channels.
  
  
• Manage and support Engagement Officers, providing clear direction, coaching and performance management.
  
  
• Plan and deliver resident forums, consultations and surveys, ensuring robust governance and timely follow-up.
  
  
• Promote inclusion and equality, ensuring the voices of residents with protected characteristics are heard and acted upon.
  
  
• Use data, including Tenant Satisfaction Measures (TSMs), to benchmark and improve engagement activity.
  
  
• Respond to resident enquiries, complaints and councillor casework where required, and deputise for the Head of Resident Involvement & Participation.

About you
You are an influential communicator and proven project manager with experience in housing, local government or community engagement. You bring strong analytical skills, emotional intelligence and the ability to build trust with residents, colleagues and partners. You are confident leading change, comfortable working in a complex environment and committed to delivering visible, measurable improvements in resident experience.

If you are passionate about resident voice and ready to lead meaningful change, please submit your CV and covering statement before the closing date. Shortlisting will take place immediately after the deadline, so early applications are strongly encouraged.