Resident Engagement Coordinator

Job Title: Resident Engagement Coordinator

Contract Type: Permanent

Salary: £33,895 per annum (£37,463 per annum is achieved after 12 months successful performance in the role)

Working Hours: 35 Hours per week

Working Pattern: Monday - Friday, Hybrid

Location: Speke, Estuary Boulevard, Liverpool

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Resident Engagement Coordinator

To lead resident engagement efforts for TRG's ongoing stock condition survey programme, with a focus on improving access to hard-to-reach properties. This role combines resident engagement with strategic planning, internal collaboration, and problem-solving to support successful survey delivery.

About you

We are looking for someone with

• Proven experience in a customer-facing role, ideally within housing or property services.
• Strong communication skills (written and verbal) across all levels.
• Ability to manage complaints and resolve issues proactively.
• Competent in Office 365 (letters, reports, spreadsheets).

Why Riverside?

At Riverside, we're a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you'll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered.

Role Profile

Resident Engagement & Access Coordination

• Lead consultation activities and engagement events to improve resident participation and access rates.
• Understand access challenges by liaising directly with surveyors and contractors.
• Design and tailor communications with support from the Communications Team to address specific access barriers.
• Act as the central point of contact for residents regarding stock condition surveys.
• Work with Housing Management to identify and implement support strategies for improving access.
• Collaborate with teams already conducting visits (e.g., mandatory inspections, wellbeing checks, C&S Facilities Managers) to explore joint visit opportunities.
• Brief and coordinate with the Customer Contact Centre to ensure consistent messaging and support.

Communications & Media Management

• Develop and distribute clear, accessible, and targeted communications across multiple platforms (phone, email, text, social media, webchat).
• Promote digital channels to enhance resident engagement.
• Represent TRG in meetings and forums related to resident engagement and survey delivery.

Internal Collaboration & Problem Solving

• Work cross-functionally with internal teams to identify and overcome access barriers.
• Proactively suggest and implement solutions to improve access rates and resident experience.
• Coordinate with survey delivery teams to align engagement efforts with operational needs.

Data & Reporting

• Maintain accurate records of resident interactions and access outcomes.
• Provide regular reports on access performance, feedback, and engagement metrics.
• Analyse trends and propose data-driven strategies to improve access.

Other Information

• This role supports TRG's commitment to inclusive and responsive service delivery.
• May require flexible working hours, including evenings and weekends.
• Will work closely with survey teams, contractors, and internal departments.

Person specification

Knowledge, Skills and Experience

Essential

• Proven experience in a customer-facing role, ideally within housing or property services.
• Strong communication skills (written and verbal) across all levels.
• Ability to manage complaints and resolve issues proactively.
• Competent in Office 365 (letters, reports, spreadsheets).
• Excellent time management and organisational skills.
• Ability to work independently and collaboratively.
• Experience of working with residents to support high access rates on survey or investment programmes.

Desirable

• Knowledge of social housing and resident engagement practices.
• Experience in coordinating property access or survey programmes.
• Understanding of GDPR and data handling protocols.
• Experience working with vulnerable or diverse communities.
• Strong track record of building and maintaining relationships, both internally and externally