Resident Involvement Officer

Dartford Housing Services really value the contribution our staff make and in return, we offer the opportunity to ‘make a difference’ and go home at the end of the day with a very real feeling of accomplishment

We are looking for an enthusiastic, self-motivated and organised professional who is looking for a challenging role in a busy housing office environment and join our Housing Team to improve communications with residents, help drive up tenant satisfaction levels and increase participation.

You will:

• Be experienced in customer involvement/resident communications
• Have knowledge of legislation surrounding resident consultation, Regulation of Social Housing (including Tenant Satisfaction Measures, and Consumer Standards) and Complaint Handling (including the Housing Ombudsman Service)
• Be passionate about housing and customer service excellence and will be a significant contributor to our vision of being the best Housing Landlord Service in Kent.

 

Key areas of responsibility will include:

• To make a positive contribution to improving communications with residents, driving up tenant satisfaction levels and increasing participation.
• To increase the use of digital technology in communicating with residents
• To increase resident representation (overall numbers and diversity)
• To work with colleagues from across the Housing Service, to implement initiatives that lead to a tangible increase in the number of residents contributing to the service, responding to consultation, participating in surveys and TSM satisfaction scores.
• To monitor performance for dealing with complaints, Members Enquiries, Freedom of Information and Subject Access Requests performance monitoring process within the Housing Service
• To be an internal advocate of tenants and leaseholders when the Council considers making changes to service delivery
• Working with residents to promote social inclusion and well-being 
• Have an innovative approach to public services, improving tenant satisfaction, meeting the requirements of the Government’s Regulation of Social Housing, the Housing Ombudsman’s Complaint Handling code and delivering the Council’s Corporate Plan

 

You must be able to demonstrate the following:

• Ability to manage and prioritise a busy workload
• Using social media and modern communication platforms
• Confidence, enthusiasm and a flexible approach
• Excellent administration skills, writing complex reports, accuracy and attention to detail
• Experience of customer involvement/resident communications within a housing management organisation
• Knowledge of legislation surrounding resident consultation, Regulation of Social Housing (including Tenant Satisfaction Measures, and Consumer Standards) and Complaint Handling (including the Housing Ombudsman Service)
• Proven ability to learn and utilise new software
• Excellent written and oral communication skills

 

This post is considered by DBC to be a customer-facing position. The Council therefore has a statutory duty under Part 7 of the Immigration Act (2016) to ensure that post holders have a command of spoken English sufficient for the effective performance of the job requirements

 “The Council is an Equal Opportunities Employer”.