Location
King St, London

Hours
Full Time - 36 hours per week

Salary
£42,060 per annum

About the Role
Hillingdon Council is looking for a proactive and organised Programme Consultation Officer to join our team. This is an exciting opportunity to play a key role in delivering resident consultation and engagement for a wide range of housing improvement, refurbishment, maintenance and major works projects. You will work closely with residents, contractors and internal teams to ensure residents are informed, consulted and supported throughout the lifecycle of each project.

You will develop and deliver consultation plans, build positive relationships with residents and stakeholders, and help ensure that projects are delivered with excellent customer service at their heart.

Key responsibilities include:
- Developing and implementing consultation plans for housing improvement, refurbishment and major works projects.
- Meeting with residents individually and in groups to explain planned works and how they may be affected.
- Preparing clear and effective communications including letters, newsletters, information leaflets and press releases.
- Organising and attending resident meetings, consultation events, exhibitions and "Meet the Contractor" sessions.
- Holding resident drop-in surgeries to answer questions and resolve concerns.
- Liaising with contractors and Resident Liaison Officers to coordinate resident engagement throughout projects.
- Agreeing suitable access arrangements with residents to enable works to be completed.
- Arranging temporary or permanent decants where required, coordinating with removal companies, utility providers and other agencies.
- Keeping residents informed of project progress, changes and any delays.
- Maintaining accurate records of enquiries, complaints and site activity affecting residents.
- Supporting the resolution of resident queries and complaints during and after works.
- Organising resident choice events and show homes where appropriate.
- Coordinating resident satisfaction surveys and analysing feedback to support service improvements.
- Supporting statutory consultation with leaseholders and working closely with surveyors and other Council services throughout the consultation process.
- Preparing project information and performance updates for tenant groups and other stakeholders.

What We Offer
The opportunity to make a real difference by improving the experience of residents during housing improvement projects.
A varied and rewarding role working across a diverse range of programmes.
Opportunities for professional development and training.
A supportive and collaborative working environment.
The chance to work closely with residents, contractors and colleagues to deliver high-quality services across the borough.

Benefits
Flexible Working Hours – We recognise the importance of flexibility in managing your work and personal life.
36 Hour Week – Enjoy a standard 36-hour workweek for all full time staff.
Generous Holiday Entitlement – increasing with length of service (for non-casual roles).
Hillingdon Sports & Leisure – Discounts at council owned leisure centres and swimming pools across the borough.
Salary Sacrifice Schemes – Options for cycle purchase, electric vehicle leasing and additional voluntary pension contributions (subject to scheme rules).
Cycle to Work – Eco-friendly commuting with cycle purchase scheme, bicycle parking, lockers, and showers at the Civic Centre.
Local Government Pension Scheme – Access to Local Government Pension Scheme and membership to the Credit Union.
Vivup Benefits – Access a variety of offers and discounts.
Mental Health Support and Counselling Services – Free 24-hour confidential advice and counselling as well as legal advice for you and your immediate family.
Travel Support – Season ticket loans and free car parking.
Trade Union Membership – Recognised unions include UNISON, Unite, AEP and GMB with freedom of choice for membership.

Equity, Diversity and Inclusion Statement
At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace. We welcome applicants from a wide variety of backgrounds and strive to ensure our recruitment process is free from discrimination and bias. Reasonable adjustments are provided for applicants with disabilities. Join us in building a workplace where everyone feels respected, able to give their best and be themselves at work, whilst contributing meaningfully to our organisation's success.

Experience
- Experience of resident engagement, consultation, customer liaison or community engagement.
- Experience organising meetings, consultation events or public engagement activities.
- Experience maintaining accurate records and producing reports.
- Experience handling complaints and resolving issues professionally and customer-focused.

About You
- Passionate about customer engagement and committed to delivering excellent services for residents.
- Excellent communication skills, both written and verbal, with the ability to explain complex information clearly.
- Confident working with residents, contractors, elected Members and a wide range of stakeholders.
- Able to manage multiple projects and competing priorities effectively.
- Strong organisational skills and excellent attention to detail.
- Comfortable using IT systems and Microsoft Office applications.
- Proactive approach, sound judgement and ability to work independently as well as part of a team.
- Committed to delivering high standards of customer care and continuous service improvement.

Qualifications
No specific qualifications are stated as essential for this role, but relevant experience and skills as outlined above are required.