Resident Engagement & Insight Coordinator

• Position: Resident Engagement and Insight Coordinator  
• Reporting to: Resident Engagement and Insight Manager
• Location: Dublin & Surrounding areas
• Contract: Specific Purpose Contract
• Salary: €45,830 – €63,017
  

Resident Engagement and Insight Coordinator 
Take a lead role in increasing resident engagement initiatives and community work across the organisation, delivering on Clúid’s mission. Utilise the insight gained from data and analytics to inform improvements in services offered to meet resident needs and aspirations.

• Conduct organisational assessments that define the needs of communities, the overall demand and common situations where communities may benefit from interventions and initiatives. 
• Support the Resident Engagement and Insight Manager in developing the service proposition, processes and procedures for community work in consultation with all relevant internal and external stakeholders. 
• Work with staff, partners and residents to develop the skills and knowledge to deliver community initiatives, directly supporting to deliver community initiatives where required. 
• Identify and utilize opportunities that secure additional resources for community activity, including grant funding, donations or partner commitments

 Resident Engagement and Influence  

• Support the Resident Engagement and Insight Manager in the delivery of Clúid’s Resident Engagement Strategy to champion residents voice and influence in the delivery of services. 
• Support the Resident Engagement and Insight Manager in facilitating the work of National Residents Advisory Group’s (NRAGs) to ensure their effective operation. 
• Participate in key business projects that require the resident voice and support of cultural diversity at the heart of their development and implementation to ensure success.

 Resident Communications   

• Work with the Communications department and across the business to develop and enhance resident communication and information  
• Support the contribution of the resident voice to inform the development and content of the
• resident communications such as the resident portal, website, written communication etc. 

 Data and insight  

• Support the Resident Engagement and Insight Manager in the development and maintenance of Clúid’s resident segmentation, regularly updating the data used to inform/review Clúid’s resident segmentation and wider resident insight.
• Support the gathering of resident satisfaction data, including management all relevant processes and analysis of returns
• Analyse data and share the insights with colleagues across the organisation to improve knowledge of residents and how this data/knowledge can be used to effectively shape and improve services. 

 Reporting and Measuring Value  

• Support the Resident Engagement and Insight Manager to monitor and evaluate the performance and impacts of Clúid’s resident engagement activities. 
• Collaborate with the business to develop systems for Clúid to evidence the social value of the work we do.

 Policy and Procedure   

• Support in the development and regular review of resident engagement and insight policies and procedures. 
• Work with colleagues in Operational Excellence to continuously review resident engagement and insight processes, identifying and supporting in the delivery of identified improvements. 

Complaints and Resident Voice   

• Actively seek out and recognise the Resident Voice as an authority on our services
• Work with customers, management and the Complaints Manager as required to effectively resolve complaints relating to the service area in line with Clúid’s complaints policy.
• Support with the completion of remedial actions or improvement commitments identified through service complaints to drive continuous improvement.

• Understanding of the importance and principles of resident engagement and community involvement in developing sustainable partnerships and creating change
• Knowledge of national and local community networks and resources
• Ability to develop activities and services that inspire people to get involved and build confidence to achieve change
• Knowledge of customer insight and feedback mechanisms
• Willingness to continue professional development and keep up to date with best practice
• Strong problem-solving skills
• Understanding of budgets and experience managing or contributing to budget oversight

• Demonstrable experience (typically 3+ years) working in a community development and/or customer service improvement environment
• Experience of developing and leading new initiatives
• Third level related qualification or equivalent relevant experience
• Full driving licence and access to a car, due to the travel requirements of the role
• Experience of working with customers or communities from a wide range of backgrounds and life experiences

Desirable

• Project management experience, including working with multiple stakeholders
• Experience of working across public, private, and voluntary sectors
• Experience analysing data and producing reports
• Experience presenting information to colleagues and external or third‑party organisation

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