Job Introduction
Are you passionate about empowering our residents? Do you have the ability to work alongside residents to understand their experiences and highlight where improvements need to be made?
We are looking for a Resident Involvement Officer to join the Resident Involvement Team to help drive a ‘culture of involvement’ at Notting Hill Genesis. This means working alongside both staff and residents to gather feedback on service delivery and enable residents to have their say to help bring about improvement.
Sitting within the Policy and Customer Experience Department we play an integral role in communicating the ‘resident experience’ to the business. As a Resident Involvement Officer, you will help coordinate the planning and delivery of our involvement programme, engaging with groups and individual residents to get their feedback and work alongside different departments across NHG to involve residents in their work. You will also help recruit new residents to get involved, help measure the impact of our work and communicate our offer and feedback progress both internally and externally, whether by writing articles or representing our team at sector events and meetings.
You will be responsible for organising meeting logistics including paperwork and agendas as well note taking and follow up report writing. You will be required to take lead roles in the running of some of our involvement groups and panels and be a point of contact for our resident chairs and the wider involvement network.
The role will require strong customer focus skills and the ability to communicate with a variety of stakeholders. The successful candidate will be able to demonstrate strong organisational skills as well as an ability to analyse and identify common issues and trends within resident involvement meetings and feedback. They must be passionate about improving services and working in collaboration. You must be willing to challenge internal teams and pursue outcomes on behalf of residents and advocate on their behalf.
We are looking for a helpful and responsive individual who can support and signpost information to both staff and residents effectively and in a timely manner. The successful candidate will also be able to ‘think outside the box’, and be willing to explore and seek out new innovation and technology to engage and involve residents, especially as we consider how to involve our residents in this new era of remote working.
The role is 35 hours a week, although many of our involvement activities take place after work hours, so the role will require working late in some cases. Any after work time accrued can be taken back as time off in lieu.
Main Responsibility
1. To work with staff to ensure that resident involvement is integral to what they do and give them support and advice about how best to involve residents in their day to day work and in specific reviews or projects.
2. To organise and support NHG staff in organising resident involvement activities, helping to embed resident involvement across NHG.
3. To help lead and grow NHG’s resident involvement offer, ensuring that resident involvement activity is purposeful and that the organisation works with residents to improve and develop landlord services.
4. To ensure that residents are actively recruited to NHG’s involvement and scrutiny initiatives through ongoing promotions and liaison with staff to encourage them to identify interested residents.
5. To encourage and maximise the participation of a diverse representation of involved residents.
6. To represent the resident involvement team at resident or staff meetings and to lead resident panels and groups, as required.
7. To ensure that feedback from all resident involvement activity is captured and any actions arising from this is shared with residents and staff.
8. To assist in identifying training needs and in developing a training programme for staff and residents that builds their capacity to get the most from resident involvement activity
9. Provide training and support to residents wishing to form a resident’s association ensuring that they are enabled to work with front line staff once set up and constituted.
10. To undertake administrative and forward planning responsibilities commensurate with the smooth running of meetings, events, training sessions etc.
11. To lead the co-ordination of specific projects e.g. task and finish work, as required.
12. To undertake all activities with regard to providing value for money and maximising outcomes.
13. To liaise and maintain relationships with external organisations and partners with a view to sharing resources and learning from best practice.
14. To help in ensuring that NHG is fully compliant with regulatory standards including the Tenant Involvement and Empowerment Standard and that our approach is regularly reviewed to ensure we learn from examples of best practice.
15. To work with the Resident Involvement Manager to develop the team’s delivery plan and contribute to development of the Business Improvement Directorate’s Business Plan.
General
16. At all times follow the financial regulations, policies and procedures at NHG.
17. At all times follow NHG's Health and Safety policy and related procedures, keeping up to date with changes and taking action to maintain personal health and safety and that of others.
The Ideal Candidate
If you have excellent problem solving and analytical skills, experience of working in a resident focused environment and are committed to improving services for our residents, then we would love to hear from you.
Benefits
In return we offer:
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity and adoption pay - we offer enhanced maternity and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance - free confidential advice and counselling services provided by independent specialist organisations
- Health cash plan
- Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance and much more
- Interest free loans: season ticket loan, tenancy deposit loan and training loan
- Cycle to work scheme
- Life Assurance x 4 annual salary
How to apply
- Applications close at 23:59 on 19/10/2022.
Please apply for this role with us online. If you are not able to apply online, please contact our HR team via jobs@nhg.org.uk to discuss your requirements.
About the Company
Notting Hill Genesis is now one of the largest housing associations in London and the south east. We own and manage more than 66,000 homes and employ around 2,000 staff. We provide homes across a range of tenures and are committed to continuing to deliver housing that is affordable to all. Our roots reach back to the 1960s when our legacy organisations were established by local people who shared a similar vision – to house west London’s working poor, providing them a home from which to build themselves and their families a secure future.
Our people
We value our people and both respect and celebrate their differences. We’re proud to say that our colleagues come from different backgrounds, with varied outlooks and are from all over the world. We encourage and are committed to diversity. We know that when people with varied experiences and unique points of view come together, it makes us a stronger organisation and more able to help the wide range of residents that we serve. We want all our colleagues to bring their full selves to work in a culture and environment based on respect and fairness, regardless of role, background or ability.
Our pledges
We are proud signatories of the G15 group’s diversity pledge to encourage more diversity in the boardroom and at senior level. The pledge on Black, Asian and minority ethnic diversity commits NHG to reflect the ethnic diversity of the communities we work in at all levels and particularly at senior managerial, leadership and board levels.
We have under-representation of Black, Asian and Minority Ethnic colleagues at this level and are keen to fill this gap. We welcome applications from everyone. For this role, we especially encourage Black, Asian and Minority Ethnic candidates to join us and be part of an inclusive culture that celebrates diversity, equality of opportunity and provides a place for you to grow your career.
We are also a Stonewall Diversity Champion, a Disability Confident employer and have signed up to Harry’s Pledge. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation.
To find out more about Diversity and inclusion at NHG, please visit our website.
