Community Partnership & Engagement Assistant Salary: 26,785.96 per annumGeneral Description of DutiesThe Community Partnership and Engagement Assistant will support the Community Partnership and Engagement Officer in overseeing and advancing tenant satisfaction measures (TSM), consumer Standards, and engagement strategies across the organisation. This role will involve assisting in the development and implementation of customer policies and strategies, ensuring they are integrated across all departments to deliver consistent and high-quality tenant experiences.Community Partnership & EngagementAssist in identifying potential partnership opportunities and researching community needs.Support the planning and execution of community engagement events and initiatives. i.e. scheme supportAssist in the implementation of various projects related to community engagement and tenant satisfaction.Draft and distribute communications materials to tenants and partners.Assist in the collecting of data on engagement activities to measure effectiveness.Assist in facilitating tenant groups, ensuring they are effective and accountable.Collect feedback from tenants to inform improvements in the framework.Support outreach activities to encourage tenant participation in engagement initiatives.Marketing and PromotionAssist in the creation of marketing and promotional materials.Coordinate the distribution of materials to tenants and stakeholders.Ensure that all materials align with the Nehemiah brand.Update and monitor social media and website platformsComplaints and PerformanceReceive, log, and track all incoming operational complaints and enquiries.To acknowledge complaints and to advise the complainant of the complaint process.Assist in providing data to compile complaint reportingConducting survey at the end of the complaint process to monitor levels of satisfactionComplaint Service Improvement plan monitoringCollating data for annual consumer standard assessmentKey Responsibilities & Duties:Administrative and Support TasksMeeting Preparation: Assist with preparing materials, agendas, and logistics for tenant panels, meetings, and events.Documentation: Maintain records of tenant engagement activities, feedback, and survey results.Communication: Draft and distribute internal and external communications related to tenant engagement initiatives.Engagement Coordination and SupportTenant Engagement Support: Provide administrative support as needed to perform the role, including scheduling meetings, recording minutes, and distributing information.Training Coordination: Assist with organising and delivering training sessions for staff on community partnership and customer engagement activities.Survey Administration: To administer customer satisfaction surveys.Event Planning: Contribute to the planning and execution of tenant engagement events and activities.Data Analysis and ReportingData Collection: Gather data on tenant engagement activities, feedback, and outcomes, to inform progress against the engagement frameworkReview Documents: Assist with reviewing and updating key documents related to customer engagement, such as policies, strategies, and service improvement plans.Stakeholder RelationshipsResearch and Preparation: Research external partners and stakeholders relevant to Nehemiah Housing's community engagement efforts. Prepare materials for meetings and forums.Meeting Support: Attend and assist at meetings and forums, taking notes, following up on action items, and building relationships with attendees.Community Outreach: Assist in planning and executing community outreach events and initiatives.Relationship Maintenance: Maintain regular communication with external partners and stakeholders, ensuring strong working relationships.GovernanceRegulatory Compliance: To assist the Community Partnership & Engagement Officer to ensure compliance with regulatory requirements, such as Consumer Standards, TSM, and the Housing Ombudsman Complaint Handling Code.Data Collection: Collect and organise data related to customer satisfaction and service delivery.Reporting: Prepare draft reports and statistical information for the Community Partnership & Tenant Engagement Officer.Self-Assessment: Assist in collecting data for annual self-assessments against regulatory standards.Additional Tasks:Administrative Support: Provide administrative support, such as scheduling meetings, managing files, and preparing correspondence.Project Assistance: Assist in the planning and implementation of community engagement and development projects.Training and Development: Participate in training and development opportunities to enhance skills and knowledge.Health & SafetyCompliance: Ensure compliance with the employer's health and safety policies and procedures.Training: Attend required health and safety training and ensure that any training materials are shared with the team.Reporting: Report any health and safety and safeguarding concerns or hazards to the line manager promptly.Incident Management: Assist in the investigation and resolution of health and safety incidents.Management SupportData Collection: Collect and share data for the team.Administrative Support: Assist with scheduling meetings, preparing reports, and maintaining records.Training Support: Assist in the development and delivery of training materials for the team.Project Coordination: Coordinate small-scale projects or initiatives related to community engagement.General DutiesCustomer Service: Provide excellent customer service to tenants and community members.Community Engagement: Participate in community events and activities.Communication: Maintain effective communication with tenants, community partners, and all stakeholders.Administrative Tasks: Handle general administrative tasks, such as filing, data entry, and correspondence.Qualification(s)1.Must be educated at A level or equivalent a general education including GCSEs specifically English and Maths. To have or willing to work towards NVQ level 3 in housing.2.Full current driving licence and access to a car for workExperience and knowledge1.Experience of working in an office/customer service environment2.General administrative experience3.Experience of working within a team4.Experience of working with volunteers5.Good working knowledge of Microsoft Office packages Teams; Word, Excel, Outlook and PowerPoint and other communications packages6.A good knowledge of social media7.Experience of assisting within managing projects8.Good understanding of delivering excellent customer serviceThe detailed job description is in our recruitment pack which you can access on our careers page https://nehemiah.co.uk/about-us/careers-2CVs need to be submitted to recruitment@nehemiah.co.uk to be considered for shortlisting.Closing Date: 28/02/2025Interviews Schedule1st stage Interview (in-person) 11/03/2025 14PM- 16PM2nd stage Interview (in teams) 19/03/2025
Job Title
Community Partnership & Engagement Assistant