Customer Engagement Specialist

Overview

SNG (Sovereign Network Group) is one of the largest housing associations in England. We provide over 85,000 homes and invest in communities across the South, West and East of England, including London, as well as creating thousands of new affordable homes every year.

We're looking for a Customer Engagement Specialist to help us strengthen customer influence, embed meaningful engagement, and champion resident voice across our organisation.

Based from either Basingstoke, Blandford or Bristol, this is a hybrid role working from home and in the office 2 days per week.

You'll play a key part in delivering SNG's customer engagement model, designing and facilitating activities such as focus groups, scrutiny panels, digital engagement, and community events.

Working closely with colleagues across SNG, you'll help ensure customer voice is central to decision‑making and service improvement.

• Deliver high‑quality engagement activities that amplify customer voice.
• Support the rollout of SNG's new engagement model, embedding diversity, co‑creation, and scrutiny.
• Facilitate events, panels, consultations, and digital engagement opportunities.
• Support the customer scrutiny panel and help members develop skills and confidence.
• Contribute to staff training on customer engagement.
• Develop inclusive communications that showcase resident voice.
• Maintain accurate engagement data and support reporting.
• Build strong relationships with internal teams, partners, and community groups.
• Support residents to set up local groups and forums.

• Experience in resident engagement, customer voice, or community involvement.
• Strong communication and facilitation skills.
• Ability to produce clear, insightful reports.
• CIH qualification or similar.

At SNG, you'll be part of a purpose-driven organisation that values fairness, inclusion, and supporting the wellbeing and development of our people.

We also have some great benefits at SNG, including:

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Chance to buy or sell holiday as part of our flexible benefits package
• 3 additional paid Wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% and Life cover at 4x salary
• Enhanced maternity/adoption pay
• Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service)
• Options for private medical insurance, dental insurance and critical illness cover
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service