Remediation Engagement Coordinator

Job description

Telford Homes' Building Remediation Programme (BRP)

Under the terms of the Self Remediation Contract signed with the Department of Levelling Up, Housing and Communities (DLUHC). TH is required to formally communicate the status of the Remediation Programme with impacted residents on a regular basis prior to and during the assessment, planning and, construction phase.

Summary

The Remediation Programme Engagement Team is responsible for effective engagement with all external stakeholders with an interest in the Telford Homes Remediation Programme. The role of the REC is to support REL to implement the strategic plan to ensure that residents impacted by the BRP are kept fully informed of the status and outcome of the assessment process, and where required the construction process.

The REC will be responsible for a portfolio of buildings at different stages of the remediation process, managing the communications with residents through our online resident portal. The REC will support the engagement team and be one of the key contacts for the responsible entity, leaseholders, and residents throughout the process.

The Role

• Responsible for maintaining the Telford Homes Remediation Resident portal, a bespoke online communication platform called Dwellant. The REC will be responsible for managing the portal through uploading project information and responding to enquiries from residents and Responsible Entities.
• Preparing and writing content for newsletters, online posts and posters related to progress updates on projects for local communities.
• Regularly update stakeholder maps for each project including, but not limited to, contacts at the Responsible Entity, resident's RTM (Right To Manage), local elected officials and officers.
• Effectively communicate the various stages of the Remediation Programme to impacted residents to ensure that their concerns are fed into the programme - and be the 'ears' for residents, sharing their feedback to the programme team.
• Ensuring the effective use of the Resident portal to provide timely and accurate information to impacted residents and Responsible Entities on the status of the Remediation Programme.
• Provide feedback and ideas on innovative ways to improve and enhance the use of communication channels used to engage with communities impacted by our work.
• Arrange and attend local community meetings with impacted residents and local resident groups where appropriate.

Essential Experience/skills/characteristics

• Digital communication experience working with online platforms.
• Experienced in writing content for newsletters, posters, and leaflets for engaging with residents about building projects.
• Experienced in Resident Liaison, Community Engagement and or Building Management, with a track record of successfully managing building occupiers during large scale refurbishment or remediation projects.
• Excellent interpersonal skills to support work with multiple stakeholders across a range of circumstances.
• Track record building trusting relationships.
• A passion for working with people and an ability to communicate, influence and negotiate in an empathetic manner.
• Highly organised and responsive. Ability to track multiple customer discussions and monitor team progress to ensure a timely response.
• Demonstrable ability to de-escalate complex and contentious situations and be resilient under pressure.
• Deal sensitively and appropriately with all stakeholders, showing awareness to the needs of vulnerable and disadvantaged residents.
• Good working knowledge of and proven ability to work in partnership with the community sector.

Desirable Experience/skills/characteristics

• Familiarity with the Building Safety Act and or the Building Safety Regulator policies would be a plus.
• Previous experience working on remediation programmes.