Woking (Hybrid)
Permanent, Flexible hours, Full time
Basic DBS check required
Salary Range - £28,714 - £33,087 per annum depending on experience plus a Flexible Benefits Allowance of up to £1,881 per annum and a vehicle allowance of up to £2,600 per annum
37 hours
The Resident Engagement Officer role sits within the Housing Service, in the Resident Engagement Team. The role works closely with the Resident Engagement Team Leader and provides support to other areas of the Resident Engagement Team.
The Resident Engagement Officer supports compliance to the Consumer Standards set by the Regulator of Social Housing. This includes the Transparency, Influence and Accountability Standard and the need for landlords to deliver annual tenant satisfaction measure surveys. It will be important for the candidate to have some understanding of Social Housing and the Regulations.
You will support the delivery of tenant, leaseholder and resident engagement across the Borough, including to help implement the upcoming Resident Engagement Strategy (Housing). You will administrate the engagement offering, including drafting agendas and taking minutes for the Resident and Landlord Partnership Panel. This panel ensures tenants and leaseholders have an opportunity to influence and scrutinise the service they are receiving. You will encourage tenant voice to be the heart of the housing service.
You will also organise and plan several engagement events, such as, focus groups, consultation events and drop-in events. It would be ideal to have an understanding or experience in event management. You must be flexible in attending these events as some may need to be held out of hours or at weekends.
Experience working with different stakeholders would be beneficial, as this role will build relationships with local organisations, different WBC teams, councillors, contractors and resident groups to provide meaningful engagement and attendance at events.
You will have a keen interest in providing best practice Customer Experience, call handling and administrating an inbox. It will be important that you are caring and sympathetic towards residents/customers and are able to work to deadlines to reduce dissatisfaction and potential complaints.
An understanding of managing people is required as this role does manage a number of tenant volunteers+ who volunteer with the housing service. Ideally the successful candidate will be able to work well in a team, be innovative with problem solving but also be motivated to work well by themselves.
Where identified, you must be willing to attend additional training to ensure understanding is in line with Woking Borough Council procedure. This training may include domestic abuse, suicide and other topics which are sensitive in nature. This is to ensure that Housing service contact points are trained for every possible situation.
This role is offered on a hybrid basis. A full driver's licence and access to your own vehicle is essential for this role.
The Council offers in return a generous flexi time scheme with the ability to take two flexi days a month, membership of the local government pension scheme, discounted health and leisure membership, plus many more excellent benefits.
The ability to converse at ease with customers and provide advice in accurate spoken English is essential for this post. An assessment may be required. If you have any queries or would like to discuss this further, please contact the Human Resources team.
Woking Borough Council takes a robust approach to thoroughly checking anyone who has applied to work with vulnerable groups including children.
As this job involves contact with vulnerable groups, successful applicants will be required to obtain a Disclosure Certificate from the Disclosure and Barring Service (DBS). Assistance will be given by the Council and further details can be found in the job pack.
For an informal discussion about the role, please contact Rosalynn Funnell, Resident Engagement Team Leader on rosalynn.funnell@woking.gov.uk or 07458 010 816.
Closing Date: 3 November 2024
Interview Dates: 11, 12 and 14 November 2024
Behavioural_Framework_revised_Oct_2023.pdf
Job_Application_Guide_2018.pdf
Pay_Scheme_01_04_2024.pdf
Resident_Engagement_Officer_JD_updated.pdf