Lewisham
Resident Engagement Officer
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Resident Engagement Officer
Join Lewisham Council – Resident Liaison Officer – Social Housing & Capital Works
Discover yourself in Lewisham where your impact matters to our vibrant, culturally diverse communities!
Lewisham Council is the UK’s first Borough of Sanctuary, dedicated to championing the rights of refugees and migrants. Our welcoming community welcomes individuals with unique backgrounds and essential skills—like yours!
About the Role
Our Resident Liaison Officer plays a key role in ensuring smooth communication and positive experiences for residents during major housing investment and retrofit projects. You’ll bridge the gap between rigorous technical work and community needs, ensuring stakeholders receive clear, sensitive, and tailored information throughout any project lifecycle.
Key Responsibilities
- Work proactively across housing retrofit and capital works programmes, providing resident-focused communication support to ensure transparency, accessibility, and efficiency.
- Act as the main point of contact for residents and project teams during works—clarifying processes, managing expectations, and escalating concerns to the relevant contractors.
- Plan and deliver resilient resident engagement strategies, ranging from consultations and information events to complaints handling and mediation.
- Collaborate with contractors, surveyors, energy advisors, community partners, and Council officers to foster positive communication during occupied works.
- Maintain records of resident concerns and ensure timely resolution where possible, following throughput systems and protocols—demonstrating customer service excellence in every interaction.
- Support digital tools and data platforms (e.g., reporting dashboards) to monitor resident engagement trends and outcomes.
Who Are We Looking For?
You’ll have relevant resident-facing experience and finite analytical skills to excel in this substantial role. Key traits and experience include:
- Experience in a resident-facing role within:
- Social housing services
- Capital works programmes, or comparable public-sector office environments.
- An ability to:
- Communicate technical works in clear, jargon-free, and accessible ways to diverse audiences—from elderly residents to non-English speakers.
- Build trust, manage expectations, and lead with empathy—proven through a track record of successful resident interactions.
- Experience in resolving complaints or issues, ensuring timely solutions that reflect both service levels and resident confidence.
- Commitment to equality, inclusion, and accessibility in practice—particularly with vulnerable residents.
- A collaborative spirit, working across internal and external teams to deliver outcomes effectively.
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Technical skills would also include:
- Proficiency with Office systems (Microsoft Office, SharePoint).
- Potential exposure to CRM tools or other resident engagement platforms.
Identity and Culture at Lewisham
We’re a disability confident employer—ensuring all job applicants, including those with disabilities or health conditions, have fair access to our recruitment process. If you require any reasonable adjustments, please contact: Sean.Haslam@lewisham.gov.uk
We actively promote a diverse workplace, where every team member matters. Lewisham’s streets are lively because of its wealth of cultures, and we believe our workplaces should reflect both our values and our commitment to a truly inclusive society.
Lewisham Council aims to be a leader in public sector innovation and community focus. This role could transform not just infrastructure, but what living in Lewisham truly means.
What’s on Offer
We offer competitive pay, comprehensive benefits, and a supportive workplace.
- £40,404 - £41,637 per annum (Grade SO1, starting at minimum spine point expected, with alignment option for current salary grantees).
- Paid holiday scheme—special consideration and planning time built into working practices.
- Full access to the Local Government Pension Scheme with employer contributions.
- Career development:
- Training opportunities tailored to fulfilling modern service needs and personal advancement.
- Qualification frameworks for leadership, operational intelligence, and social housing expertise.
- Flexible working: Enjoy a hybrid model—primarily office-based (Laurence House) but with opportunities to work from home on a regular basis (3-4 days remotely).
- Work-life balance:
- Generous paid leave policies.
- Season ticket loans and an on-site cycle scheme.
- Discounts and amenities:
- Subsidised gym memberships.
- Staff networks, Community Champion programmes, and other engagement opportunities.
- Supportive workplace culture:
- Strong member wellbeing initiatives (emotional and physical support).
- Diverse social and professional networking opportunities.
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Location
Primary location: Laurence House, Lewisham
- Hybrid schedule: Regular remotely working permitted (3-4 days per week, dependent on role requirements).
This role may require selected weekend or evening communications (e.g., emergencies or proactive resident support calls) but is not characterised as a 24-hour post.
Special Conditions & Recruitment Process
- A basic DBS check (Disclosure and Barring Service) will be required.
- Applications are anonymous—submit applications subject to the Lewisham Council Application Guidelines.
- Essential support for applications: It is crucial that the following forms and attachment meet the criteria set out in the Person Specification—each aspect must be elaborated.
- Adverts may close early if overwhelming applicant volume is received.
Support & Engagement
Connect with us:
- For more information or casual discussion: Sean.Haslam@lewisham.gov.uk.
- Browse full Job Description and Person Specification: Lewisham Council Jobs.
Stay updated:
- Social channels (LinkedIn),
- Facebook,
- Twitter @LewishamCouncil,
- Instagram @lewishamcouncil
Diversity & Access to Work
Lewisham Council encourages and supports all applicants through the recruitment process. We are proud to support Access to Work, helping ensure individuals, including disabled applicants, have fair opportunities in employment.
To find out more about methods to support reasonable adjustments during the recruitment process, see: Access to Work page
Next Steps
Have you ever worked at or about the proposed impacts a Resident Liaison Officer role could exert in your home?
Lewisham is not just about results—it’s about real lives made better.
Apply today. ‘Making the borough work for everyone.’
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