Job Vacancy

Resident and Community Engagement Coordinator

Epsom, Tunbridge Wells or East Kent

About the role

Role Summary

Provide efficient support and administration to the Customer Experience Team to ensure the business area is delivered effectively, with a particular focus on supporting the resident engagement and community investment functions.

The role reports to the Resident Engagement Manager but will also provide regular support to the Community Investment Manager and the AD of Customer Experience, as well as occasional support to the wider team.

The role can be based in Epsom, Tunbridge Wells or East Kent.



Hours of Work:




Probation Period:

6 Months

Notice Period:

1 Month

Who are we?

Town and Country Housing are a housing association that covers Kent and Sussex, with our head office in Tunbridge Wells. We provide more than 10,000 homes in 15 local authority areas and became a subsidiary of the Peabody Group in 2019. We currently have over 300 employees based at various locations across Kent and promote hybrid working.


Meet your Manager

“I have been with TCH for just over a year now and it is lovely to work with an organisation who understands the importance of resident engagement.

Our role is to make measurable, positive differences to residents and to help meet business objectives by championing resident engagement and co-creation of services with residents thereby ensuring the ‘resident voice’ features in all customer facing and non-customer facing services.

I believe that by knowing our residents, and by including their voice in everything we do, we can deliver excellent services. It is also currently an exciting time for resident engagement with the introduction of the new Consumer Standards, which formally places residents at the centre of everything we do. There is lots to do!"

Sarah Tickner - Resident Engagement Manager

Sarah Tickner

What will you be doing?

Role Specific Responsibilities

  • Facilitating resident engagement and community events and projects.
  • Supporting the team and the wider business, including through the effective use of existing resident data and insight, together with ongoing consultation, to support community initiatives and resident engagement projects which in turn support the delivery of key strategies including the Resident Engagement and Community Investment strategies.
  • Design and build high quality GDPR compliant surveys to gather feedback from residents on a range of service areas and attend and support focus groups and other virtual and in-person events to gather wider feedback from residents.
  • Arranging meetings , including the regular customer experience team meetings, producing, and circulating agenda, reports, minutes, and action points promptly.
  • Using a range of software packages including Microsoft Office.
  • Dealing with routine enquires from residents, colleagues and contractors and ensuring that electronic file notes are completed and passed on to the relevant colleague.
  • Data inputting and interrogation, and mail merges.
  • Use our finance system to ensure the proper financial administration of projects and activities, including raising and coding of purchase orders and invoices, providing them to contractors and acknowledging receipt of goods and services as directed by the Customer Experience team managers.
  • Collate and record company credit card receipts to facilitate prompt reconciliation of expenditure.
  • To assist the managers in monitoring budget expenditure to ensure project costs are contained within approved budgets.
  • Assist with general telephone enquiries from customers and colleagues related to customer experience team queries, ensuring a prompt informed response to queries.
  • To provide support to ensure that relevant records, monitoring information and project expenditure adhere to funding requirements for externally funded projects.
  • Contribute to and champion our digital strategy by supporting digital engagement with our customers and promoting every opportunity to become digitally included.
  • Support the team in conducting project appraisals for agreed community investment and resident engagement projects. Appraisals should demonstrate measurable outcomes that show clear outputs and outcomes and how the project is benefiting TCH residents/communities and responding to identified social needs.
  • Support the monitoring, review, and evaluation of service level agreements with third party project providers and lead on the evaluation of those projects.
  • Any other administrative functions as required including to cover for other administrators/coordinators in the wider team as required due to leave or absence.
  • Projects may include occasional work in the community and direct on-site liaison with partners, residents and colleagues during project development, delivery, and appraisal.
  • Occasional out of office hours working may be required.


  • To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
  • Recognise, respect, and promote the different roles and diversity of individuals.
  • To actively contribute towards the key performance indicators and professional standards.
  • Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
  • To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
  • To participate in training, attend other meetings, and staff events as required.
  • Be an effective member of your team, presenting a positive impression of your section and the Group.
  • Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
  • Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
  • Maintain awareness of budget requirements and value for money while delivering your role.
  • Consider and highlight any risk to the organisation or individuals whilst delivering your role.
  • Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.
  • You will be expected to travel to our other sites for meetings, training etc as reasonably required by your line manager.
  • This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.

About You

Education & Qualifications

  • Maths and English GCSEs or equivalent skills/experience.
  • Level 2 Housing/Administration qualification or commitment to study towards (Desirable).

Key Skills & Competencies

  • Working in a customer facing environment with demonstrable customer care skills.
  • Experience of working in Housing, Resident Engagement or Community Investment (Desirable).
  • Processing and recording information accurately in a clear and concise way.
  • Ability to store and retrieve data and competent use of Microsoft Office.
  • Use of SharePoint and specialist housing systems e.g. Genero (Desirable).
  • Understanding and sensitivity to confidentiality and data protection.


  • Commitment to Customer Care - The desire to address the needs of customers in a way that shows commitment to excellent customer service.
  • Communication - Able to communicate effectively, clearly, and sensitively, verbally and in writing with people having a broad range of roles and capabilities.
  • Analytical Skills and Business Awareness - Able to analyse information and data logically and reaches sound conclusions. Understand the business environment of TCH.
  • Relationship Management - The ability to interact and build productive relationships internally and externally.
  • Resilience - Demonstrates resilience in pressured and stressful situations.
  • Self-Management - The ability to organise and prioritise work, meet deadlines, work under pressure, and handle several tasks simultaneously and accurately.
  • Personal commitment to TCH corporate values and objectives and culture of continuous service improvement.
  • Change - The flexibility to adapt to changing workload demands and new organisational challenges.

Why Choose Us

  • Contributory pension scheme 4% to 10% matched contributions
  • Hybrid working
  • Free onsite car parking
  • Life assurance of 4x annual salary (Terms and Conditions apply)
  • 30 days annual leave in addition to bank holidays
  • Two volunteer days per year
  • Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
  • Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
  • Extensive annual Staff Wellbeing programme
  • Enhanced maternity, paternity, and shared parental leave provision
  • Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
  • Annual flu vaccinations
  • Access to an extensive range of corporate discounts on shopping, travel & days out
  • Social events, including lunchtime walking, rounders, festive Fridays
  • Travel loan

Our Values

Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.

Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.

We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:


Equal Opportunities Statement

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.

We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.



Internal Applications

Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to the HR inbox.

For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.

Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.

If you have any questions, or require further clarification, please speak to HR.

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Friday, 24 May 2024

Interview Date:

Tuesday, 4 June 2024