Tenant

Location: Digbeth

We’re currently recruiting for a Tenant Engagement Manager to join a small, forward-thinking housing association in Birmingham.

This is a fantastic opportunity for an experienced customer/resident engagement professional to take ownership of a key function, lead a team and make a visible organisation-wide impact.

The Role You’ll lead the organisation’s tenant engagement and complaints functions, ensuring resident feedback is listened to, acted upon and translated into meaningful service improvements.

You’ll manage a team of four and work closely with managers across the organisation to improve customer experience.

Key responsibilities:

Lead the tenant/resident engagement programme
Oversee the complaints function and ensure effective complaint handling
Line-manage 4 team members
Plan and facilitate resident meetings, workshops and engagement activities
Analyse feedback, complaints and customer insight
Turn resident feedback into practical service improvements
Work collaboratively with managers across the organisation
Attend resident meetings and other sites as required

About You:

We’re looking for someone with:

Strong tenant/resident engagement and customer involvement experience
Previous management and line-management experience
Experience overseeing or working closely with complaints
Strong communication and relationship-building skills
The ability to turn customer insight into meaningful improvements
Confidence influencing managers and driving change
Experience working in a broad, hands-on role within a fast-paced environment
Excellent organisation and workload management skills
Flexibility to travel to resident meetings and other sites when required

Package:
£50,000 per annum
£3,500 car allowance
Permanent position
Hybrid working – approximately 2 days per week in the office
Regular resident meetings and site visits
Opportunity to lead an important customer-focused function and make a genuine difference

An immediate start is preferred, ideally within around two weeks, although notice periods will be considered for the right candidate.

If you’re an experienced Tenant Engagement / Customer Experience Manager looking for a role where you can have real influence, I’d be keen to hear from you.

Please apply or contact (url removed)