Resident Engagement Manager

Pinnacle Group are looking for a Resident Engagement Manager to join our Partnerships Team within our Home Division. A key focus of the role is to ensure residents have accessible and effective opportunities to provide feedback, share their views and influence services. The postholder will champion a culture where residents feel listened to, valued and confident that their feedback leads to tangible outcomes and service improvements.

You will build strong, inclusive and resilient communities by delivering a resident engagement framework that adapts to resident needs, working closely with the Operations team to ensure a consistent approach across portfolios, while providing clients with regular insight, analysis and recommendations to improve engagement outcomes.

Our Homes Division delivers trusted housing management services across Affordable, Private Rented and Leasehold properties. We work with local authorities, registered providers and investors to support thriving communities.

The ideal candidate will have experience in resident engagement, community development, or housing, with strong communication and relationship-building skills. You will be confident using digital engagement platforms (ideally Ark) to drive participation and analyse performance, alongside delivering face‑to‑face initiatives such as forums and events. With a proactive and adaptable approach, you will be able to manage multiple priorities, engage diverse communities and work collaboratively with internal teams and stakeholders to improve resident satisfaction and outcomes.

This is a hybrid role, predominantly remote, with attendance at our Holborn head office around twice per month alongside occasional resident engagement events. The role offers national coverage, with infrequent travel required, making it well suited to candidates based in the South East or within a reasonable commute to London.

Pinnacle Group is a market‑leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place‑based management and maintenance solutions that enhance the everyday lives of the communities we serve.

We’re a people‑first organisation with a values‑driven culture that has stood the test of time – reflected in the way we care for both our employees and our customers.

We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.

• Develop and deliver a resident engagement strategy that increases participation and inclusion.
• Organise and facilitate resident meetings, forums, events, and consultations.
• Build positive relationships with residents, ensuring their voices are heard and acted upon.
• Support resident groups to function effectively.
• Promote digital and non‑digital engagement channels to reach diverse audiences.
• Lead the use of Ark (resident communication app) to create and maintain vibrant digital communities.
• Develop and deliver a structured communications plan via Ark, including regular, targeted messaging to residents.
• Create engaging, relevant content to improve resident interaction and participation rates.
• Monitor and analyse engagement metrics (e.g. open rates, response rates, participation levels) to continuously improve performance.
• Encourage adoption of the Ark app among residents, supporting onboarding and increasing usage.
• Use Ark to promote events, consultations, community initiatives, and key service updates.
• Identify community needs, priorities, and opportunities through insight and engagement.
• Support the development of local projects, initiatives, and community‑led activities.
• Work with partners (local authorities, charities, health services) to deliver community programmes.
• Collaborate with local agencies to address issues such as anti‑social behaviour, isolation, and deprivation.
• Monitor and report on engagement activity and outcomes, including digital engagement via Ark.
• Use insights from resident surveys,…