At a Glance
- Tasks: Engage with residents, manage communications, and ensure compliance during fire remediation projects.
- Company: Join Peabody, a values-driven organisation focused on community and safety.
- Benefits: 30 days holiday, flexible benefits, life assurance, and generous pension contributions.
- Other info: Opportunities for both permanent and fixed-term roles available.
- Why this job: Make a real difference for residents while developing your skills in a supportive environment.
- Qualifications: Experience in social housing or customer service, strong communication skills, and attention to detail.
The predicted salary is between 29700 - 36300 £ per year.
Our Vacancy
We're looking for a passionate and customer-focused Remediation Resident Engagement Officers to join our Resident Engagement and Compliance team.
This is a fantastic opportunity to play a key role in Peabody's building safety programme, supporting residents through fire remediation projects while ensuring compliance, clear communication and an excellent customer experience.
Acting as the link between residents, contractors and internal teams, you'll help deliver safe homes and ensure residents feel informed, supported and listened to throughout their remediation journey.
We are hiring for both permanent and fixed-term positions.
As part of your application, please tell us whether you're interested in a permanent role, a fixed-term role, or would like to be considered for both.
What You'll Do
- Be the main point of contact for residents and stakeholders throughout remediation projects.
- Lead resident communications and engagement activities.
- Manage enquiries, complaints and escalations, ensuring timely and effective resolutions.
- Build positive relationships with residents, leaseholders, contractors and internal teams.
- Support the administration of Leaseholder Deeds of Certificate and Landlord Certificates.
- Help ensure compliance with the Building Safety Act 2022 and Leaseholder Protection Regulations.
- Maintain accurate databases, records and compliance documentation.
- Manage EWS1-related records and processes.
- Produce reports, performance data and trend analysis.
- Support service improvements by identifying themes and opportunities to enhance the resident experience.
- Process purchase orders and contractor invoices accurately.
- Work closely with Home Ownership, Housing Management, Asset Management, Legal and Fire Safety teams.
- What You'll Need
- Experience within social housing, property management, leasehold services, compliance, resident engagement or a similar environment.
- Strong customer service skills and experience managing complex enquiries or complaints.
- Experience building relationships with a wide range of stakeholders.
- Knowledge of leasehold management, service charges or housing-related legislation.
- Excellent organisational skills with the ability to manage multiple priorities.
- Experience maintaining accurate records, systems and databases.
- Strong written and verbal communication skills.
- Confidence using Microsoft Office, particularly Excel, Word and Power Point.
- A proactive, solutions-focused approach with great attention to detail.
Desirable
- Knowledge of the Building Safety Act 2022.
- Experience with EWS1 forms.
- Understanding of Leaseholder Protection Regulations.
- Experience with Landlord Certificates or Leaseholder Deeds of Certificate.
- Experience in building safety, remediation, leasehold, compliance, or housing management.
If you're passionate about delivering excellent customer service, building trusted relationships and making a real difference for residents, we'd love to hear from you.
Why Join Us?
When you join Peabody, you're joining a team guided by our values: Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together.
We believe in creating a workplace where everyone feels supported, included, and empowered.
What We Offer
- 30 days' annual holiday, plus bank holidays
- Two additional paid volunteering days each year
- Flexible benefits scheme, including family-friendly benefits and access to a discount portal
- 4 x salary life assurance
- Up to 10% pension contribution
- Please read before applying
- Peabody does not provide sponsorship as a licensed UK employer.
- We reserve the right to close this advert early should we receive a high volume of suitable applications
This advert will remain open until Monday 31st August 2026.
Following the closing date, shortlisted candidates will be invited to attend an in-person Assessment Centre on Friday 11th September 2026 at our Waterloo offices.
As we have multiple vacancies to fill, candidates will be assessed through a structured assessment process designed to evaluate communication, stakeholder management, customer focus, problem-solving and values alignment.
Due to the volume of recruitment activity, the advert may close early if sufficient applications are received, therefore we encourage interested candidates to apply as soon as possible.
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Remediation Resident Engagement Officer employer: CIH Scotland
Peabody is an exceptional employer that prioritises a supportive and inclusive work culture, making it an ideal place for those passionate about resident engagement and building safety. With a strong commitment to employee growth, we offer extensive benefits including 30 days of annual leave, flexible working options, and opportunities for volunteering, all while fostering a collaborative environment where your ideas are valued. Join us in making a meaningful impact in the community as you help ensure residents feel informed and supported throughout their remediation journey.
StudySmarter Expert Advice🤫
We think this is how you could land Remediation Resident Engagement Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CIH Scotland. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CIH Scotland before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remediation Resident Engagement Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CIH Scotland:Your cover letter is your chance to shine! Tell us why you want to work at CIH Scotland specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CIH Scotland!
How to prepare for a job interview at CIH Scotland
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
