Central Bedfordshire Council manages 5,500+ homes and is on track to manage 10,000 homes by 2040. We are well under-way with our transformation journey, building upon solid foundations in performance and workforce development. Yet there are areas where we still need to improve, and we are stepping up to challenges around sustainability, decarbonisation, and regeneration. We are committed to providing excellent housing services, keeping people safe in their homes, and putting customers at the heart of our service.

Our Housing Initiatives Team have a fantastic opportunity for someone to join us as Tenant Voice and Engagement Manager. We are looking for someone who believes in working together as part of a team, who shares our values and who is positive and friendly. The role focuses on customer engagement and complaints resolution, in particular the tenant experience, keeping our tenants engaged with us and ensuring any feedback or complaints are well handled.

You will manage a small team of officers who will support in our customer engagement activities and complaints resolution.

As Tenant Voice and Engagement Manager you will:

• Lead, manage and champion resident involvement activity and support changes in the way we work so
  that customer involvement is an intrinsic part of all our roles, and not the specialist activity of one team.
• Drive forward our resident involvement menu including scrutiny and improvement projects.
• Maintain an up-to-date understanding of resident engagement issues, understanding how to deliver services across all tenures.
• Oversight of Housing Feedback, including complaints – ensuring high-quality responses and the learning from complaints is turned into improvements to the way services are designed and delivered, with the needs of residents firmly at the heart of what we do.
• Work closely with residents, external stakeholders and other departments within the council to deliver the corporate plan and operational targets, as well as maximise social value.
• Lead in work to deliver against the changes in consumer regulation and the Social Housing Regulations Bill.
• Experience of leading and developing a team.

You will have the autonomy to create a great working environment and deliver excellent service for our customers. You’ll be able to use, interpret and understand customer insight and feedback, to really build customer relationships. We’re looking for someone who has:

• Previous experience of working in a regulated sector such as housing
• Experience of complaint handling with excellent communication skills and the ability to influence others in delivering positive change.
• Experience of leading resident involvement activity and working directly with Resident Panels and
  Groups
• In depth knowledge and experience of engagement methods and the ability to deliver training and support to teams across the Housing Service.
• Good understanding of the change in regulation and how to deliver against this, whilst developing
  meaningful involvement and scrutiny opportunities.
• A level 5 qualification standard, or equivalent relevant skills and experience within the Housing Sector.