Tenant Voice Officer

Would you like to join us on a mission to tackle the housing crisis in the East of England? We're Flagship Group, a social housing provider with a big heart and a real passion for Equality, Diversity, and Inclusion. Not only will you be part of something truly meaningful, but you'll also enjoy fair pay and some pretty great perks.

We're all about our people and our customers. We live and breathe our values - Great People Doing Great Things, Relentlessly Improving Performance, Spending Money Wisely, and delivering top-notch customer service.

Do you have a talent for engaging with people and ensuring their voices are heard? Flagship Group are looking for a dedicated Tenant Voice Officer to join the team and help us solve the housing crisis in the East of England.

As a Tenant Voice Officer, you will play crucial role in driving forward our tenant voice framework. Your primary responsibility will be to engage with our tenants, listen to their views, and ensure we deliver outstanding customer service. By working closely with various teams across the business, you will make the tenant experience easy, empathetic, and low effort, while building trust and understanding their needs. You will also organize and attend community initiatives and engagement activities to gain better insights into our tenants’ lives.

In this role, you will own, manage, and resolve tenant complaints, aiming for fairness and swift resolution. You will accurately record information across our systems and be responsible for acknowledging and distributing MP and Housing Ombudsman enquiries in a timely manner. This position offers a unique opportunity to enhance your communication and influencing skills, build relationships within and outside the business, and expand your knowledge of the housing sector and working in a regulated environment. You will also be supported in reviewing processes and suggesting new ways of working.

We are looking for someone with experience in a customer-facing role, handling complaints, and building relationships. A passion for delivering outstanding customer service and focusing on the customer’s needs is essential. You should be highly organized, with excellent communication skills and a keen eye for detail. Comfort with taking initiative and being creative in engaging our customers is also important. The required qualifications for this role include being educated to GCSE level or equivalent standard.

At Flagship Group, we value our employees and are committed to supporting their development. If you are ready to make a meaningful impact and help us improve the areas in which our tenants live, we would love to hear from you.

Apply today to join our team as a Tenant Voice Officer and be part of a dynamic organization dedicated to solving the housing crisis in the East of England.

In return for your hard work, we offer a competitive salary and a benefits package that includes:

• 25 days annual leave (increasing to 28 days with length of service), with the ability to buy and sell leave.
• Access to the Flagship Rewards Scheme offering savings on groceries and VIP rewards
• Death in Service Benefit
• Company Sick Pay
• An agile working environment to achieve a healthy work/life balance

and that’s not all! We’re also proud to offer;

• Opportunities for development (including apprenticeships, our Academy, and various training options)
• Health and well-being programs and initiatives
• Empowerment (we give you the tools and systems to make the right decisions for resolving issues)
• A Leadership Team that inspires, develops, and supports you

Closing date: 21st January 2025. Interviews: 6th February 2025.