Remediation Engagement Operations Manager

Join us as the Remediation Engagement Operations Manager and help shape the customer experience for residents and leaseholders affected by Peabody's fire safety remediation programme.

About the role

As Remediation Engagement Operations Manager, you'll lead the operational delivery of customer engagement and rehousing services for residents impacted by fire safety remediation works. Reporting to the Senior Customer Fire Safety Operations Manager, you'll ensure customers receive clear communication, tailored support and positive outcomes throughout the remediation journey.

Leading a team of seven Remediation Engagement Managers and one Remediation Engagement Administrator, you'll be responsible for delivering statutory resident engagement requirements, managing customer-focused interventions and ensuring compliance with building safety legislation and grant funding obligations. You'll act as a key link between customers, operational teams and external stakeholders, helping to deliver one of Peabody's most important programmes. 

What You'll Do

• Deliver the resident engagement requirements of the Building Safety Act, the Code of Practice for the Remediation of Residential Buildings and the Cladding Safety Scheme
• Design and implement engagement plans that reflect the needs of individual buildings, residents and local communities
• Oversee customer support initiatives including goodwill payments, compensation arrangements and temporary rehousing where required
• Ensure all resident communications are accurately recorded and maintained to meet governance, audit and Homes England reporting requirements
• Manage customer complaints, complex casework, tribunal matters and litigation support relating to fire safety remediation activities
• Build strong relationships with local authorities, management companies, superior landlords, solicitors and other key stakeholders
• Monitor performance against operational targets, KPIs and customer commitments, ensuring services are delivered effectively and efficiently 

What You'll Need

• Significant experience managing housing, customer engagement or resident services teams within a housing association/local authority or similar environment
• Strong knowledge of mixed-tenure housing management, leasehold issues and customer engagement practices
• Experience leading complex customer programmes, major works engagement or rehousing initiatives
• Understanding of the Building Safety Act 2022, Fire Safety Act 2021, Building a Safer Future principles and resident engagement requirements
• Proven ability to manage budgets, contracts, risks and operational performance

What We Offer

• Up to 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
• Professional development and opportunities to broaden your experience

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.

Please read before applying

Peabody does not provide sponsorship as a licensed UK employer.

This advert will close on Monday 31st August. However, we reserve the right to close this advert early if we receive a high volume of suitable applications.

Our Assessment Process

Our fair, inclusive and transparent recruitment process includes an in-person Interview. This will be held at our Westminster Bridge Road office across the following dates 7th, 14th, 16th and 21st of September 2026.

If you have any questions about this role, please email Talent Specialist, Ryan Loasby.