Location
Upper High St, Epsom

Hours
Hybrid role with an expectation to work from the base office 2 days a week (full-time attendance during induction, which may last up to 3 months)

Salary
£33,268 per annum

About the Role
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.

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.

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
- Two volunteer days per year
- 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
- Annual flu vaccinations

Experience
Experience supporting events, meetings, consultations or community engagement activities is essential. Proven ability to engage effectively with a wide range of people and build positive relationships.

About you
Strong communication and interpersonal skills with a passion for customer engagement and using feedback to improve services. Organised and confident managing multiple priorities. Comfortable analysing information to identify trends and opportunities for improvement. Understanding of equality, diversity and inclusion principles with a commitment to ensuring all residents have the opportunity to participate and have their voices heard. Collaborative team player able to work effectively across departments and contribute to organisational and regulatory objectives.

Qualifications
No specific qualifications are stated as mandatory; however, a commitment to learning and development aligned with the role’s responsibilities is expected.