Location
London

Hours
Full Time

Salary
£84,500 per annum

About the Role
Are you ready to lead resident engagement across one of the UK's largest housing association fire remediation programmes? Join Peabody as Senior Remediation Operations Manager and ensure residents remain informed, supported and at the heart of building safety remediation. You will lead Peabody’s customer-facing fire remediation function and communications with residents and leaseholders, owning the strategy, standards and outcomes for every household affected by remediation works. Accountable for delivery of the Code of Practice for the Remediation of Residential Buildings across all buildings in the programme, you will also ensure compliance with leaseholder and resident engagement requirements of Homes England Cladding Safety Scheme grant funding.

In this role, 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 levels. You will co-create and implement a resident engagement programme that delivers meaningful communication, support and involvement for affected residents, oversee resident meetings, outreach activities, newsletters, customer communications and support services across remediation schemes.

You will act as the senior lead for resident engagement with Homes England, supporting funder reviews, compliance audits and evidence requests. You will lead 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, you will build 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, you will ensure 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.