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About the Role
Provide proactive, inclusive, and high-quality resident liaison and communication support for Lewisham’s housing investment and retrofit programmes. This role is central to enabling the effective delivery of capital investment and retrofit projects by supporting access, communication, and issue resolution at estate and household level.
Responsibilities
- Coordinate resident engagement activities.
- Manage day-to-day communication with residents.
- Support positive resident experiences throughout the lifecycle of works.
- Log, track, and help resolve resident issues or complaints in collaboration with contractors or project teams.
- Act as a key point of contact for residents during on-site works, managing communication, access, and expectations.
Requirements
- Strong experience in a resident-facing role within social housing, capital works, or a similar public-sector environment.
- Excellent communication skills, with the ability to explain technical works clearly and sensitively to diverse residents.
- Proven ability to build trust, manage expectations, and act as a key point of contact throughout the lifecycle of works.
- Experience supporting resident engagement activities and resolving issues or complaints in a timely, customer-focused manner.
- Ability to work collaboratively with contractors, surveyors, and internal teams to support delivery in occupied homes.
- Commitment to equality, inclusion, and supporting vulnerable residents.
- Accurate record-keeping and reporting.
- Some weekend and evening working may be required.
- The job is subject to a basic DBS check.
Skills
- Communication
- Resident liaison
- Issue resolution
- Customer service
- Collaboration
- Record-keeping
- Reporting
Location
- Lewisham
- Laurence House
Work Type
- Hybrid
- Weekend working
- Evening working
Experience Level
- Resident facing role experience
- Social housing experience
- Capital works experience
- Public sector environment experience
Salary/Compensations
- £40,404 - £41,637 per annum (SO1)
Benefits
- Excellent training and development opportunities
- Generous holiday allowance
- Local Government Pension scheme
- Flexible working and family friendly policies
- Season ticket and bicycle loans
- A range of staff discounts including local subsidised gym memberships
- Supportive staff networks
About the Company
- Discover yourself in Lewisham where what you do makes a difference to our vibrant and culturally diverse communities!
- We have a rich history of welcoming people from all over the world and are proud to be recognised as the UK’s first Borough of Sanctuary, for our work in championing the rights of refugees and migrants.
Equal Opportunity
- Lewisham Council is a Disability Confident employer.
- We welcome and encourage job applications of all abilities.
- If you require any reasonable adjustments in the application or interview, please contact the lead contact on this advert.
- We will make reasonable adjustments to make sure our disabled applicants and those with health conditions are supported throughout our recruitment process.
- We support the access to work scheme.