Resident Engagement Officer

Job Description

Discover yourself in Lewisham where what you do makes a difference to our vibrant and culturally diverse communities!

We have a rich history of welcoming people from all over the world and are proud to be recognised as the UK’s first Borough of Sanctuary, for our work in championing the rights of refugees and migrants.

Introduction

• Do you have experience working in a resident facing role within social housing, housing services or a comparable public-sector environment?
• Do you have the ability to communicate clearly and sensitively with residents, including explaining works and processes in accessible language?
• Do you have experience of acting as a key point of contact for residents during on-site works, managing communication, access, and expectations?
• Do you have experience of logging, tracking, and helping resolve resident issues or complaints in collaboration with contractors or project teams
  
  

What’s the role?

To provide proactive, inclusive, and high-quality resident liaison and communication support across Lewisham’s housing investment and retrofit programmes. The role is central to enabling the effective delivery of capital investment and retrofit projects by supporting access, communication, and issue resolution at estate and household level. Working closely with contractors, surveyors, energy advisors, community partners, and Council officers, the Resident Liaison Officer will help coordinate resident engagement activities, manage day to day communication, and support positive resident experiences throughout the lifecycle of works.

What’s in it for you?

Excellent training and development opportunities, plus a range of benefits including:

• Generous holiday allowance
• Local Government Pension scheme
• Flexible working and family friendly policies
• Season ticket and bicycle loans

A range of staff discounts including local subsidised gym memberships

Supportive staff networks

What We’re Looking For

• Strong experience in a resident-facing role within social housing, capital works, or a similar public-sector environment.
• Excellent communication skills, with the ability to explain technical works clearly and sensitively to diverse residents.
• Proven ability to build trust, manage expectations, and act as a key point of contact throughout the lifecycle of works.
• Experience supporting resident engagement activities and resolving issues or complaints in a timely, customer-focused manner.
• Ability to work collaboratively with contractors, surveyors, and internal teams to support delivery in occupied homes.
• Commitment to equality, inclusion, and supporting vulnerable residents, alongside accurate record-keeping and reporting.
  
  

Location

The job is primarily based in Laurence House, but we operate a hybrid approach where you will be required to work both in the office and from home on a regular basis.

Special conditions

• Some weekend and evening working may be required for this role
• The job is subject to an basic DBS check
  
  

The recruitment process is anonymous and we don’t accept CV’s.

Applicant handbook - please read the guidance in this handbook when applying. It is essential that you complete the application fully and that your supporting statement covers how you meet each of the person specification criteria listed.

For an informal discussion about this job, please contact Sean.Haslam@lewisham.gov.uk

Please click here to view the Job Description and Person Specification

Salary

£40,404 - £41,637 per annum (SO1)

N.B: All appointments will be offered at the minimum spinal column point (SCP) for the grade of the role. The only exception to this will be when matching current salary (up to the maximum of the scale), which is subject to evidential proof.

Diversity

Lewisham Council is a Disability Confident employer. We welcome and encourage job applications of all abilities. If you require any reasonable adjustments in the application or interview, please contact the lead contact on this advert. We will make reasonable adjustments to make sure our disabled applicants and those with health conditions are supported throughout our recruitment process. We support the access to work scheme, further details are available at www.gov.uk/access-to-work/apply

The Council reserves the right to close adverts early if there is a large response.

Let’s stay connected, follow us on social media:

LinkedIn Facebook Twitter Instagram