Job Introduction
Pinnacle Group are looking for a Resident Engagement Manager to join our Partnerships Team within our Home Division. A key focus of the role is to ensure residents have accessible and effective opportunities to provide feedback, share their views and influence services. The postholder will champion a culture where residents feel listened to, valued and confident that their feedback leads to tangible outcomes and service improvements. You will build strong, inclusive and resilient communities by delivering a resident engagement framework that adapts to resident needs, working closely with the Operations team to ensure a consistent approach across portfolios, while providing clients with regular insight, analysis and recommendations to improve engagement outcomes.
Our Homes Division delivers trusted housing management services across Affordable, Private Rented and Leasehold properties. We work with local authorities, registered providers and investors to support thriving communities.
The ideal candidate will have experience in resident engagement, community development, or housing, with strong communication and relationship-building skills. You will be confident using digital engagement platforms (ideally Ark) to drive participation and analyse performance, alongside delivering face-to-face initiatives such as forums and events. With a proactive and adaptable approach, you will be able to manage multiple priorities, engage diverse communities and work collaboratively with internal teams and stakeholders to improve resident satisfaction and outcomes.
This is a hybrid role, predominantly remote, with attendance at our Holborn head office around twice per month alongside occasional resident engagement events. The role offers national coverage, with infrequent travel required, making it well suited to candidates based in the South East or within a reasonable commute to London.
Who we are
Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve.
We’re a people-first organisation with a values-driven culture that has stood the test of time -reflected in the way we care for both our employees and our customers.
Who we’re looking for
We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.
Key responsibilities will include:
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Develop and deliver a resident engagement strategy that increases participation and inclusion.
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Organise and facilitate resident meetings, forums, events, and consultations.
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Build positive relationships with residents, ensuring their voices are heard and acted upon.
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Support resident groups, to function effectively.
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Promote digital and non-digital engagement channels to reach diverse audiences.
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Lead the use of Ark (resident communication app) to create and maintain vibrant digital communities.
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Develop and deliver a structured communications plan via Ark, including regular, targeted messaging to residents.
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Create engaging, relevant content to improve resident interaction and participation rates.
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Monitor and analyse engagement metrics (e.g. open rates, response rates, participation levels) to continuously improve performance.
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Encourage adoption of the Ark app among residents, supporting onboarding and increasing usage.
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Use Ark to promote events, consultations, community initiatives, and key service updates.
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Identify community needs, priorities, and opportunities through insight and engagement.
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Support the development of local projects, initiatives, and community-led activities.
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Work with partners (local authorities, charities, health services) to deliver community programmes.
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Collaborate with local agencies to address issues such as anti-social behaviour, isolation, and deprivation.
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Monitor and report on engagement activity and outcomes, including digital engagement via Ark.
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Use insights from resident surveys, including TSMs, to create targeted action plans aimed at increasing resident satisfaction with engagement.
Key requirements:
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Experience in community development, resident engagement, housing, or similar roles.
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Experience using digital engagement platforms (e.g. resident apps such as Ark).
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Strong interpersonal and communication skills.
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Ability to build trust and relationships with diverse communities.
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Experience organising events and facilitating group discussions.
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Knowledge of equality, diversity, and inclusion principles.
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Ability to manage multiple projects and priorities.
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Competent IT skills (e.g., MS Office, digital engagement tools).
Desirable
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Experience working in housing or social housing sector.
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Knowledge of safeguarding and community safety practices.
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Experience analysing engagement data and improving communication strategies.
Our Offer
We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day.
As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive. We’re committed to helping you reach your full potential through continuous learning, development opportunities and career progression.
In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:
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Maternity/paternity packages
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Flexible Working Arrangements
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Life Assurance
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Enhanced Pension Scheme
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Additional Annual Leave
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Private Medical Insurance
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Cycle to Work Scheme
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Employee Assistance Programme
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Retail Discounts
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Childcare Assistance
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Season Ticket Loans
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Sick Pay Schemes
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Personal Development Plans
