Location
London Borough of Southwark

Hours
Full Time

Salary
£84,500 per annum

About the Role
Ready to lead resident engagement across one of the UK's largest housing association fire remediation programmes? Join us as Senior Remediation Operations Manager and help ensure residents remain informed, supported and at the heart of building safety remediation.

As Senior Remediation Operations Manager, you’ll lead Peabody’s customer facing fire remediation function and its communications with residents and leaseholders, owning the strategy, standards and outcomes for every household affected by remediation works.

This role is accountable for delivery of the Code of Practice for the Remediation of Residential Buildings across all buildings in the programme and for meeting the leaseholder and resident engagement requirements of Homes England Cladding Safety Scheme grant funding. You will lead two Customer Fire Safety Operations Managers and a wider team of 17, setting direction, assuring quality and evidencing compliance at senior leadership, funder and regulator level.

Key responsibilities include:
- Setting the strategic direction for resident engagement and communication across Peabody's Fire Remediation Programme.
- Owning delivery of the Code of Practice for the Remediation of Residential Buildings, ensuring compliance is evidenced across all buildings.
- Leading delivery of resident and leaseholder engagement requirements within Homes England Cladding Safety Scheme and Building Safety Fund grant agreements.
- Co-creating and implementing a resident engagement programme that delivers meaningful communication, support and involvement for affected residents.
- Acting as the senior lead for resident engagement with Homes England, supporting funder reviews, compliance audits and evidence requests.
- Overseeing resident meetings, outreach activities, newsletters, customer communications and support services across remediation schemes.
- Leading compliance with leasehold legislation, Building Safety Act 2022 protections, tribunal processes and statutory consultation requirements.
- Driving project management, reporting, risk management and performance monitoring across the resident engagement workstream.
- Building strong partnerships with Housing Operations, Legal Services, Communications, Asset Management, local authorities and external stakeholders.
- Providing trusted advice and deputising for the Head of Resident Engagement and Compliance at programme boards, executive meetings and stakeholder forums.
- Ensuring programme decisions reflect customer feedback, resident insight and Peabody's commitment to putting residents first.

Experience
- Significant experience leading customer-facing teams within housing, building safety, remediation or major works programmes, including leadership of managers.
- Extensive knowledge of the Building Safety Act 2022, Fire Safety Act 2021, remediation legislation and Homes England funding requirements.
- Proven experience managing grant compliance, evidence submissions, performance reporting and regulatory scrutiny.
- Strong expertise in leasehold management, statutory consultation processes, tribunals and leaseholder protections.
- Excellent project management skills, with experience delivering complex programmes involving multiple stakeholders and competing priorities.
- A track record of developing high performing teams and creating a culture of accountability, collaboration and continuous improvement.
- Exceptional communication and stakeholder management skills, with the credibility to engage confidently with senior leaders, funders, regulators and residents.
- Strong analytical and reporting capability, with experience presenting performance data, risks and recommendations to senior audiences.
- Financial and commercial awareness, including budget management, contract oversight and value-for-money delivery.

About you
A genuine passion for customer service and resident engagement, with a commitment to ensuring customer voice informs decision-making.

Qualifications
No specific qualifications stated, but extensive relevant experience and knowledge required.