Location
London

Hours
Full Time

Salary
£65,500 per annum

About the Role
Join Peabody as the Remediation Engagement Operations Manager and play a key role in shaping the customer experience for residents and leaseholders affected by Peabody's fire safety remediation programme. You will lead the operational delivery of customer engagement and rehousing services for residents impacted by fire safety remediation works. Reporting to the Senior Customer Fire Safety Operations Manager, you will ensure customers receive clear communication, tailored support, and positive outcomes throughout the remediation journey.

Leading a team of seven Remediation Engagement Managers and one Remediation Engagement Administrator, you will be responsible for delivering statutory resident engagement requirements, managing customer-focused interventions, and ensuring compliance with building safety legislation and grant funding obligations. Acting as a vital link between customers, operational teams, and external stakeholders, you will help deliver one of Peabody's most important programmes.

Key Responsibilities:
- Deliver the resident engagement requirements of the Building Safety Act, the Code of Practice for the Remediation of Residential Buildings, and the Cladding Safety Scheme
- Design and implement engagement plans tailored to the needs of individual buildings, residents, and local communities
- Oversee customer support initiatives including goodwill payments, compensation arrangements, and temporary rehousing where required
- Ensure all resident communications are accurately recorded and maintained to meet governance, audit, and Homes England reporting requirements
- Manage customer complaints, complex casework, tribunal matters, and litigation support related to fire safety remediation activities
- Build strong relationships with local authorities, management companies, superior landlords, solicitors, and other key stakeholders
- Monitor performance against operational targets, KPIs, and customer commitments to ensure effective and efficient service delivery

Experience
- Significant experience managing housing, customer engagement, or resident services teams within a housing association, local authority, or similar environment
- Strong knowledge of mixed-tenure housing management, leasehold issues, and customer engagement practices
- Experience leading complex customer programmes, major works engagement, or rehousing initiatives
- Understanding of the Building Safety Act 2022, Fire Safety Act 2021, Building a Safer Future principles, and resident engagement requirements
- Proven ability to manage budgets, contracts, risks, and operational performance

About You
You are a confident and effective leader with excellent communication and stakeholder management skills. You are committed to delivering exceptional customer service and have a strong focus on compliance and governance. You thrive in a fast-paced environment and are passionate about making a positive difference to residents’ lives through fire safety remediation programmes.

Qualifications
Relevant professional qualifications or equivalent experience in housing management, customer engagement, or related fields are desirable but not essential.