Customer Voice & Engagement Manager

Shropshire Towns and Rural (STAR) Housing are an arms-length organisation managing homes on behalf of Shropshire Council. We are committed to creating quality homes and vibrant communities by listening to our residents and delivering excellent housing services.

Customer Voice and Engagement Manager

We don’t just listen to our customers – we act on what they tell us.

At Shropshire Towns & Rural Housing (STAR Housing), we’re looking for an experienced Customer Voice and Engagement Manager to lead, champion and embed the resident voice across everything we do.

This is a senior, high‑impact role where you’ll ensure customer insight, lived experience and scrutiny directly influence our services, decisions and performance – and that we can clearly evidence this to our Board, EMT and the Regulator.

What you’ll do

• Lead STAR’s approach to customer voice, engagement, scrutiny and insight
• Manage and empower our Customer Scrutiny Panel to provide effective challenge
• Turn customer feedback into real, measurable service improvements
• Ensure compliance with the Social Housing (Regulation) Act 2023 and Consumer Standards
• Provide assurance through high‑quality reporting to EMT and Board
• Champion equity, diversity and inclusion in all customer engagement activity

What we’re looking for

• Proven experience in customer engagement, scrutiny or resident involvement
• Strong understanding of social housing regulation and consumer standards
• Excellent influencing and relationship‑building skills
• Confidence using insight and data to drive improvement
• A genuine passion for putting residents at the heart of services

Why join STAR Housing?

• A visible, influential role with senior leadership
• The chance to shape services for over 4,000 homes and communities
• Local Government Pension Scheme
• 28 days annual leave (rising to 33 days after 5 years)
• A values‑driven organisation focused on quality homes and vibrant communities

If you’re ready to make a real difference through customer voice, we’d love to hear from you.

Join us in making a difference in our communities by providing essential housing services and ensuring the safety and comfort of our tenants.