Customer Insight & Engagement Manager

Are you passionate about strengthening the voice of residents and driving meaningful change across housing services? Do you want to lead on engagement, regulatory compliance and customer insight for an organisation committed to transparency, accountability, and co‑production?

We are working with a respected regional housing provider to recruit an experienced Customer Insight & Engagement Manager. This is a fantastic opportunity to shape and embed a modern, inclusive approach to resident influence at a crucial time for the sector.

The Role

As Customer Insight & Engagement Manager, you will lead the organisation’s strategic work on resident engagement, scrutiny, and service improvement. You will ensure the resident voice drives decision‑making, and that the organisation fully complies with all Consumer Standards.

You will manage the Customer Team, collaborate closely with senior leaders, and champion a culture where residents are at the heart of everything the organisation delivers.

Key Responsibilities

Resident Engagement & Influence

* Develop and deliver an organisation‑wide resident engagement strategy.

* Create innovative, inclusive engagement channels (digital, forums, panels, estate‑based, targeted groups, events).

* Ensure all customer groups — including vulnerable residents — have meaningful influence.

* Lead resident scrutiny activities and support co‑production of service improvements.

Regulatory Compliance & Assurance

* Ensure compliance with the Consumer Standards 2024, including TIA, Safety & Quality, and Neighbourhood & Community Standards.

* Lead the resident engagement aspects of Building Safety responsibilities.

* Provide evidence and assurance to senior leadership, governance groups, and regulators.

Performance, Insight & Tenant Satisfaction Measures

* Lead the collection, analysis and reporting of Tenant Satisfaction Measures (TSMs).

* Work with Business Intelligence teams to translate insight into improvement actions.

* Produce high-quality reports, dashboards and presentations for internal and external stakeholders.

Complaints Learning & Service Improvement

* Embed organisational learning from complaints, feedback and case reviews.

* Identify themes and monitor improvement actions.

Partnerships & Cross‑Organisational Working

* Work collaboratively across Housing, Repairs, Compliance, Assets and Supported Services.

* Partner with local authorities, community organisations, and specialist groups.

Leadership & Culture

* Lead and develop the Customer Team.

* Promote a customer-first culture across all services.

* Provide guidance, training and engagement toolkits for operational teams.

Requirements:

* Strong experience in social housing, resident engagement, community development, or customer insight.

* Knowledge of:

* Consumer Standards / Regulator of Social Housing

* Tenant Satisfaction Measures

* Housing Ombudsman Complaint Handling Code

* Resident engagement in building safety

* Ability to analyse insight data and translate it into clear, actionable improvements.

* Ideally have experience in supported housing or complex needs environments