Customer Engagement Officer – Fixed‑Term Contract – Community‑Centric Housing Services Advocate at arenaflex

About arenaflex – Shaping Communities, One Voice at a Time

arenaflex is a leading provider of affordable, high‑quality housing solutions across the United Kingdom. With a mission to place residents at the heart of every decision, arenaflex blends innovative service design, robust community partnerships, and a deep commitment to social impact. Our portfolio spans vibrant urban neighborhoods, thriving suburban districts, and supportive rural villages, each guided by the principle that every resident deserves a voice, a choice, and a home they can be proud of.

Why This Role Matters

As a Customer Engagement Officer on a fixed‑term contract, you will be the catalyst that transforms resident feedback into tangible service improvements. You will work directly with customers, community panels, and internal teams to ensure that the services we deliver are not only responsive but also co‑created with the people who use them. This is a unique opportunity to make a measurable impact on the quality of life for thousands of residents while gaining experience in a dynamic, purpose‑driven environment.

Role Overview

This position is a fixed‑term contract (two separate contracts, one ending 31 March 2025 and the other no later than April 2025). The role is primarily home‑based, with occasional travel to our Birmingham Business Park office, Worcester office, or external events for collaborative workshops and community gatherings.

Key Responsibilities

• Customer & Community Engagement: Design, facilitate, and evaluate engagement initiatives such as focus groups, town‑hall meetings, and digital forums to capture resident insights.
• Co‑Design Services: Partner with product and service teams to translate resident feedback into service specifications, ensuring that new offerings are aligned with community needs.
• Relationship Building: Develop and nurture strong relationships with internal service areas, external partners, and resident panels to embed a customer‑centric culture across arenaflex.
• Data & Impact Logging: Maintain a consistent, evidence‑based approach to recording engagement activities, producing reports that demonstrate impact and value to senior leadership.
• Review & Recommendation: Conduct regular reviews of engagement initiatives, assess effectiveness, and provide actionable recommendations for continuous improvement.
• Communication Material Development: Create clear, accessible communication assets (flyers, newsletters, digital content) that inform residents about services, rights, and upcoming events.
• Compliance & Safeguarding: Ensure all activities comply with the legal and regulatory framework governing the housing sector, including data protection and health & safety standards.
• Travel & Logistics: Utilize a personal vehicle to attend site visits, community events, and occasional meetings at arenaflex locations, adhering to a DBS clearance requirement.

Essential Qualifications

• Proven experience in a customer or community engagement role, preferably within the housing or public sector.
• Demonstrated ability to facilitate meetings, focus groups, and community events with diverse audiences.
• Solid understanding of the legal and regulatory framework relevant to housing, including tenancy law and the Regulated Lettings Act.
• Experience designing effective, resident‑focused communication materials.
• Excellent verbal and written communication skills, with the ability to tailor messages for internal and external stakeholders.
• Successful completion of a DBS check prior to commencement of employment.
• Valid driver’s licence and access to a vehicle for occasional travel to arenaflex sites.

Preferred Qualifications & Experience

• Experience working with digital engagement platforms (e.g., online surveys, social media, community apps).
• Knowledge of co‑design methodologies and service‑design thinking.
• Background in data analysis or impact measurement, with the ability to translate qualitative insights into quantitative reports.
• Previous work in a not‑for‑profit or social‑enterprise environment.
• Professional certifications in community development, project management, or related fields.

Core Skills & Competencies

• Empathy & Active Listening: Ability to understand and reflect the lived experiences of residents.
• Facilitation & Moderation: Skilled at guiding discussions, managing group dynamics, and ensuring inclusive participation.
• Strategic Thinking: Capacity to see the bigger picture, align engagement activities with organisational goals, and influence policy.
• Analytical Insight: Proficiency in synthesising feedback, identifying trends, and presenting findings in clear, actionable formats.
• Collaboration: Strong team player who can work across departments, build consensus, and champion resident‑led initiatives.
• Adaptability: Comfortable navigating a fast‑changing environment, balancing multiple priorities, and embracing new technologies.
• Digital Literacy: Competence with Microsoft Office Suite, video‑conferencing tools, and basic design software (e.g., Canva, Adobe Spark).

Career Growth & Development at arenaflex

arenaflex is committed to investing in its people. As a Customer Engagement Officer, you will have access to a structured learning pathway that includes:

• Mentorship from senior community‑engagement leaders.
• Opportunities to attend industry conferences, workshops, and webinars on housing policy, co‑design, and public participation.
• Support for professional qualifications such as the Chartered Institute of Housing (CIH) membership or Project Management Professional (PMP) certification.
• Potential pathways to permanent roles in resident experience, service design, or policy development based on performance and organisational needs.

Benefits & Perks

arenaflex recognises that a motivated workforce is essential to delivering exceptional resident outcomes. While exact compensation will be discussed during the interview process, successful candidates can expect a competitive package that includes:

• Generous Annual Leave: Up to 28 days of paid holiday plus bank holidays, with the flexibility to buy or sell leave.
• Family‑Friendly Policies: Enhanced paternity, maternity, shared parental, and adoption leave, plus three days of paid urgent domestic leave.
• Health & Wellbeing: Medicash membership offering an employee assistance programme, discounted gym memberships, and exclusive retail discounts.
• Health Cash Plan: Up to £1,700 per annum covering dental, optical, physiotherapy, and complementary therapies.
• Pension Scheme: Employer contributions up to 12% (including life assurance) alongside employee contributions.
• Learning & Development: Access to a wide range of training resources, e‑learning platforms, and tuition reimbursement for relevant courses.
• Eco‑Friendly Travel Options: Salary‑sacrifice electric vehicle scheme, cycle‑to‑work programme, and support for sustainable commuting.
• Recognition & Rewards: Employee reward scheme, wellbeing hub, and discounts from a broad network of retailers.

Work Environment & Culture

At arenaflex, we champion a culture of inclusion, collaboration, and continuous improvement. Our teams operate in a hybrid model that balances remote flexibility with regular in‑person collaboration days. You will join a supportive community of professionals who value:

• Transparency – open communication channels and clear decision‑making processes.
• Innovation – encouragement to experiment with new engagement tools and approaches.
• Diversity – respect for varied backgrounds, perspectives, and experiences.
• Social Impact – a shared commitment to improving the lives of residents and strengthening neighborhoods.

Application Process

We will be reviewing applications on a rolling basis, so early submissions are strongly encouraged. To apply, please send your CV and a cover letter outlining your relevant experience to [email protected]. If you have any questions about the role or the recruitment timeline, feel free to reach out via the same email address.

Take the Next Step

If you are passionate about amplifying resident voices, shaping community‑focused services, and thriving in a purpose‑driven organisation, we want to hear from you. Join arenaflex and become a pivotal part of a team that turns insight into action, ensuring every resident feels heard, valued, and empowered.

Apply Now – Start Your Journey with arenaflex!