Customer Engagement Coordinator

• Assist to deliver our Customer & Communities Strategy aligned to organisational priorities.
• Provide a range of accessible engagement opportunities including focus groups, community meetings, digital engagement, surveys, estate walkabouts, and manage/organise and support our Resident Engagement Panel.
• Organise/manage community days in line with our Resident Engagement strategy.
• Support and train resident representatives, including scrutiny groups and community champions.
• Ensure that engagement activity reflects diverse customer voices, including underrepresented or vulnerable groups.

• Collate and analyse resident feedback, satisfaction data, and complaints themes to identify service improvements.
• Produce reports and make recommendations for senior management and operational teams.
• Track and evidence “you said, we did” outcomes to demonstrate the impact of engagement.

• Support community projects, resident-led initiatives, and partnership work that strengthens neighbourhood cohesion, in line with our greener ways strategy.
• Work with external agencies (e.g., voluntary sector, support providers, police, local authorities) to maximise community benefits.
• Identify opportunities for funding and grants to support resident-led activities, to include our Resident Engagement Panel days.

• Act as a key point of contact for tenant groups, forums, and individual residents.
• Create clear, accessible communication materials (newsletters, social media posts, briefings).
• Promote engagement opportunities using a range of communication channels.

• Ensure engagement activities meet regulatory requirements (e.g., Regulator of Social Housing consumer standards).
• Maintain accurate records of engagement activities, decisions, and outcomes.
• Support preparations for regulatory inspections, including the Tenant Satisfaction Measures (TSMs).

• Promote Cornerstone’s vision and values in all that you do.
• Work positively and collaboratively with customers, colleagues, other agencies, and third parties to ensure strong working relationships and a good standard of service delivery to customers.
• Ensure that you are fully acquainted with and follow the law, regulations, policies and procedures as they relate to your post.
• Observe and promote Cornerstone’s Health & Safety policies and procedures at all times.
• Ensure all data is handled in accordance with GDPR and in line with both the Information security and data management policies. Take ownership of the quality and accuracy of processing data and its appropriate storage, transfer and retention.
• Treat customers and colleagues with respect, ensuring people feel included and that diversity is valued. Observe and promote our equality, diversity & inclusion policies and procedures at all times.
• Take ownership of your own professional development as relevant to your role and complete training deemed appropriate for your role and skills.
• Keep all duties of the post-holder under review and make recommendations for any improvements in policies and procedures to your line manager.
• After hours work will be required within the scope of the role, including meeting attendance.
• Any other duties appropriate to your position as may be identified from time to time.

To liaise with customers and other agencies on Cornerstone’s behalf in order to effectively carry out your duties.