Homes England
Analyst - Leaseholder and Resident issue resolution liaison
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Birmingham, West Midlands (England), B1 2AX : Bristol, South West England, BS1 6EH : Longstanton, East of England, CB24 3EN : Liverpool, North West England, L3 1BP : Leeds, Yorkshire and the Humber, LS11 9AT : Manchester, North West England, M1 6EU : Newcastle upon Tyne, North East England, NE4 5BZ
Job Summary
Closing Date: Friday 14th August
Interviews: From 26th August
Working within a team with Emily Rush, our Manager, the Analyst will play a critical role in the Cladding Safety Scheme (CSS), working at pace to support the remediation of eligible buildings with unsafe cladding and helping to improve outcomes for leaseholders and residents.
Working closely with the Manager of Delivery Control Performance and Messaging, CSS Governance colleagues and the wider CSS team, you will monitor applications at key milestones to ensure applicants keep residents informed, providing greater certainty and reducing concerns about building safety and financial impacts.
Job Description
A key part of the role will be managing the leaseholder and resident escalation inbox, investigating concerns, monitoring communication standards, and working with applicants and delivery partners to resolve issues and drive improvements. You will also support the management of complaints, ensuring they are handled appropriately and within agreed timescales, using insights and feedback to inform continuous improvement across the CSS programme.
Alongside this, you will support the CSS risk and control environment, maintaining risk documentation, monitoring compliance requirements, contributing to assurance activities, and providing insightful reporting on performance, risks, concerns, and emerging themes to senior leaders and stakeholders.
You will be joining a small but highly motivated and experienced team that is committed to driving positive change across the sector. You will quickly develop a strong understanding of CSS systems and processes and work closely with both internal and external stakeholders to maintain a robust risk and control environment.
This is an excellent opportunity to join a fast-growing national organisation in a role with genuine social purpose. You will help improve the experience of leaseholders and residents, support effective programme governance, and contribute to the successful delivery of strategic building remediation projects that restore confidence in the housing market.
Person specification
Whilst the day job focus is to provide risk management and help design and implement wider audit and assurance activities, you will be used to "spinning several plates" at once and will always be looking for ways to improve and innovate.
You will be confident working in a role where tasks vary and where pace is critical to our success.
You will be confident handling sensitive resident concerns, complaints, and escalations, balancing empathy with professionalism while working with applicants and internal teams to achieve positive outcomes. You will be able to identify recurring themes, draw out key insights, and use these to inform improvements to communication, governance, and programme delivery.
You'll be comfortable supporting other teams within the Cladding Safety Scheme where needed and be able to work independently whilst collaborating effectively as part of a wider team.
You will have a positive outlook, a willingness to learn, and a genuine commitment to supporting the wider programme to help applicants access the Cladding Safety Scheme and progress the remediation of their buildings for the benefit of residents.
Delivering on a mission as bold as ours isn’t always easy. You will be resilient and confident in engaging with stakeholders to ensure leaseholders and residents are kept informed about the progress of their buildings. Where communication requirements are not being met, you will proactively escalate concerns to your manager and the wider team.
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You will be comfortable using a range of IT systems and have experience with Microsoft applications, including Outlook for managing shared inboxes and Excel for tracking applications, monitoring performance, and supporting effective programme delivery.
Benefits
Homes England is an executive non-departmental public body with its own terms and conditions, benefits and pension scheme. We are a government agency working in partnership with the private sector and want to employ and retain great people. In return we offer a range of excellent benefits, some of the key benefits include:
- Holiday - Homes England offers all staff 33 days annual leave per year in addition to 8 statutory bank holidays.
- Working Flexibly - At Homes England we have a strong culture of flexible working and encourage all employees to have a healthy work/life balance. We offer a wide range of potential working patterns, including part time, job share and compressed hours.
- Health and Wellbeing - We offer health screening with Nuffield Proactive Health Clinics, a free Employee Assistance Programme which offers confidential support 24 hours a day, 7 days a week as well as access to Occupational Health.
- Professional Development - At Homes England we are committed to your continued professional and personal development with learning as one of our core values. We pay for one job-related professional membership subscription per year for our employees.
- We also offer an excellent range of family friendly benefits, for example, maternity, paternity, shared parental leave.
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
Things you need to know
How to apply?
To apply please follow the links to our careers page.
Security
Successful candidates must pass a disclosure and barring security check.
Selection process details
For more information on the role, please see the attached Job Description.
Successful applicants will be advised of the outcome of their application and interviews held as soon as practical after the closing date. Feedback will only be provided if you attend an interview or assessment. We would like to take this opportunity to thank you for your interest in this role and Homes England.
Please note – Homes England has a responsibility to ensure compliance with HMG Baseline Personnel Security Standard to address the potential problems of identity fraud, illegal working and deception generally. To ensure compliance we will carry out a pre-employment Personal Identity and Vetting Report through Experian to meet the standard and you will therefore be asked to provide certain information in order that the verification check can be carried out if you are successful in your application.
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Homes England are an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates. We are proud to be an equal opportunities employer that values and respects the people who work for us. Our aim is to be an employer of choice, enabling everyone to reach their full potential.
Homes England Is Committed To Protecting The Privacy And Security Of Your Personal Data. For Further Information Please Refer To Our Privacy Notice Which Can Be Viewed Here
https://www.gov.uk/government/organisations/homes-england/about/personal-information-charter
Nationality Requirements
Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.
Working for the Civil Service
Please note this Post is NOT regulated by the Civil Service Commission.
The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed disability confident interview scheme for candidates with disabilities who meet the minimum selection criteria.
Further information
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This Job Is Broadly Open To The Following Groups
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)
Working for the Civil Service
Please note this Post is NOT regulated by the Civil Service Commission.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in a new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job Contact
Name : Recruitment Team
Email : recruitmentinfo@homesengland.gov
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