Job Category: Housing and Customer Services Job Description: About the role We have an exciting opportunity for a Head of Resident Engagement & Experience to join the Guinness Team. This is a permanent, full-time vacancy based in our London, Euston Road office. We are currently working to a hybrid working style. The overall purpose of the role is to lead the development of strategies to grow resident engagement and resident voice at Guinness, putting residents at the heart of decision making. Ensure effective strategic management and delivery of resident engagement and experience activities which deliver outcome focussed resident engagement and a great resident experience. What we're looking for We know that how we do things is just as important as what we do, so you'll not only be highly self-motivated with the rigour to pursue goals, but you'll also be a confident collaborator, networker and relationship builder with a willingness to go the extra mile to get the job done. You'll be able to demonstrate: Essential: Proven experience of strategic leadership of resident engagement and resident communications. Experience of developing and delivering customer experience and/or engagement strategies. Proven track record in leading, motivating, developing and coaching teams. Senior management experience in a customer service environment. Creativity to problem solve and adapt strategies to meet new challenges. Experience of setting up and running programme governance structures and control processes. Proven track record of delivering high levels of sustained customer satisfaction and consistently achieving business goals. Experience of matrix working cross functionally leading cocreation resident engagement design work and projects. Excellent oral and written communications. Excellent knowledge of Microsoft Office particularly Word, Excel, Outlook and PowerPoint. Demonstrates the Guinness Behaviours. Demonstrates the Guinness Leadership and Management Standard. Desirable: Clear understanding of project management. Knowledge of a recognised project and programme management methodology. Qualifications Essential: Educated to degree level (or equivalent). Desirable: Relevant professional qualification. If you're interested in finding out more about the key responsibilities of the role, please review the role profile. INDTGP TJTGP REEDTGP About Us: The Guinness Partnership is one of the leading providers of affordable housing in England. We build and manage homes and provide housing services for around 140,000 customers nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our customers, our communities and our people, any profit we make is re-invested in new and existing homes and improving services. The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. The Guinness Partnership. Location : London, Greater London, United Kingdom