Community Engagement Officer
Niyaa People Ltd
This is a key role within the organisation, supporting customer engagement, tenant involvement, regulatory compliance, and continuous service improvement. The successful candidate will play an important part in ensuring tenants have a meaningful voice in shaping services and that the organisation can demonstrate strong evidence of customer-focused delivery.
The role will suit an experienced housing, customer engagement, or resident involvement professional who can quickly build relationships, manage priorities, and make an immediate contribution.
Key Responsibilities of a Community Engagement Officer:
- Lead and coordinate customer engagement activities, ensuring tenants have meaningful opportunities to influence and scrutinise services.
- Support tenant panels, scrutiny groups, and resident involvement activities to ensure customers can hold the organisation to account.
- Gather, analyse, and present customer feedback to support service improvements.
- Work with internal teams to collect evidence and information for regulatory reviews, audits, and self-assessments.
- Support compliance with consumer standards, tenant satisfaction measures, and customer-focused regulatory requirements.
- Produce clear and concise reports, performance information, and updates for senior management and governance meetings.
- Monitor complaints performance, support complaint investigations, issue customer communications, and contribute to complaint review meetings.
- Identify opportunities to improve customer experience and ensure tenant views are embedded into decision-making.
- Support customer communications, including newsletters, online updates, and engagement materials.
- Build positive relationships with tenants, colleagues, external partners, and community stakeholders.
- Provide line management support to a Community Partnership and Engagement Assistant, including supervision, guidance, and performance support.
- Previous experience working within social housing, customer experience, resident involvement, community engagement, or a similar environment.
- Experience supervising or managing junior staff and supporting their development.
- Knowledge and understanding of tenant engagement principles, customer involvement, and service improvement approaches.
- Experience working with customer feedback, satisfaction measures, performance information, or regulatory requirements.
- Strong report writing skills with the ability to present information clearly to different audiences.
- Experience engaging with residents, communities, and a range of stakeholders.
- Excellent communication and relationship-building skills.
- Ability to manage competing priorities and deliver outcomes within deadlines.
- Experience working with diverse communities and engaging with hard-to-reach groups.
- Full UK Driving license and access to a vehicle.
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