Resident Engagement Manager

Do you share our passion for creating a safe, secure, and affordable place for everyone to call home? That's exactly what we're working towards at Affordable Homes. With a fast-growing pipeline, we collaborate with well-known developers, housing associations and public sector bodies across the country to drive new investment into the affordable housing sector.

As part of the wider Legal & General Group, our heritage goes back over 180 years, with a solid reputation as one of the leading financial services groups. We are pioneering institutional investment into the housing sector, whilst providing excellent service and quality homes.

Focusing primarily on the Shared Ownership and affordable rent markets, we strive to be the UK’s leading private affordable housing provider, known for excellent service and quality homes.

We’re recruiting for a Resident Engagement Manager to join us. You will deliver against LGAH’s resident engagement model to ensure customers are at the heart of decision making and are able to provide meaningful feedback to ensure LGAH landlord services are meeting customer needs.  This will include creating and overseeing all structured forms of resident engagement,  direct overseeing the delivery of engagement activities and working closely with LGAH’s management providers to align localised levels of engagement with centralised formal structures.

The role holder is also be accountable for ensuring LGAH is meeting its regulatory requirements for resident engagement, assessing its approach against the Regulator of Social Housing Consumer Standards and providing the required levels of assurances to confirm compliance.

What you'll be doing:

Creating formal structures of resident engagement, including resident panels to scrutinise areas of service delivery

Setting up and delivering support mechanisms to help customers create localised resident groups, including how feedback from these groups link back to service improvements

Collaborating with LGAH management providers to assess and assure areas of localised resident engagement

Overseeing improvement plans and learning to ensure actions required by other teams are being progressed and reported back to customers

Performance reporting and insight analysis of customer feedback which links back to LGAH resident engagement model

Building assurance checks across key landlord services with customers to promote collaboration on assessing the quality of services being delivered locally

Evolving engagement activity linked to LGAH changing customer demographic, digital solutions and areas of innovation in promoting co-creation and scrutiny of services.

Who we're looking for:

• Proven experience of overseeing resident engagement functions, preferably in a housing context
• Knowledge of statutory and regulatory requirements for Registered Providers in involving and empowering residents in decision making.
• Embedding systems and processes which provide a high degree of assurance that resident engagement services are meeting set policies and procedures
• Directly working with residents with diverse needs to maximise areas of engagement
• Directly delivering structures of resident engagement, and can evidence experience of overseeing a range of resident engagement activities
• Influencing other teams and services to make things happen
• Utilising digital platforms to drive wider resident engagement where other channels are difficult to embed would be desirable
• An attention to detail and a commitment to accuracy
• A great communicator who can deliver key messages with confidence. This includes engaging with and holding to account external stakeholders and suppliers
• Decisive whilst working at a quick pace.
• Significant problem solving and “soft skills”

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer: 

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes  
• Generous pension contribution  
• Life assurance   
• Private medical insurance (permanent employees only) 
• At least 25 days holiday, plus public holidays
• Competitive family leave 
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice 
• There are the many discounts we offer – both for our own products and at a range of high street stores and online   
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart  

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming culture, with opportunities to collaborate with people of diverse backgrounds, views and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.