Description

• Serve as primary contact for customers during improvement projects, ensuring clear and timely communication about timelines, contractors, disruptions, preparations, risks, and outcomes.
• Conduct home visits to support consultation and engagement activities.
• Gather customer choices for colours, materials, and finishes, accurately recording and sharing the information.
• Prepare and deliver consultation events, presentations and publicity materials, including occasional evening or weekend work.
• Collaborate with Project Coordinators and contractors to support programme delivery and provide customer information on time.
• Arrange alternative accommodation and respite solutions for customers unable to remain in their homes, especially vulnerable, older or disabled residents.
• Monitor contractor performance via site visits and promptly report issues.
• Handle customer enquiries and complaints sensitively, resolving issues where possible and escalating when necessary.
• Attend meetings, completion handovers and conduct customer satisfaction surveys.
• Process disturbance, decoration and compensation claims accurately.
• Maintain accurate records, compile information and perform general office duties.
• Work in line with company policies, procedures, values, health and safety requirements, and participate in required training and development.

Requirements

THG reserves the right to close the vacancy early if sufficient applicants are received, so please apply promptly and fully answer the questions on the application form. Due to the nature of the role involving work with vulnerable members of society, the post is subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.

• Hold a full UK driving licence and have reliable access to a vehicle.
• Demonstrate strong interpersonal skills, able to manage difficult conversations professionally.
• Have experience in a customer service role, preferably within housing or a related field.
• Possess excellent organisational skills to manage workload and meet deadlines.
• Be proficient in Microsoft Office and CRM systems for data management and reporting.

Benefits

The successful candidate will receive a competitive salary, work a blended schedule of field activities, remote work, and office meetings, and enjoy generous annual leave plus bank holidays. The role is 37 hours per week and includes access to the Local Government Pension Scheme and a range of award‑winning employee benefits.

Training + Development

Interview process

Visa Sponsorship

Security clearance