Programme Consultation Officer

Hillingdon Council is looking for a proactive and organised Programme Consultation Officer to join our team.

This is an exciting opportunity to play a key role in delivering resident consultation and engagement for a wide range of housing improvement, refurbishment, maintenance and major works projects. You will work closely with residents, contractors and internal teams to ensure residents are informed, consulted and supported throughout the lifecycle of each project.

You will develop and deliver consultation plans, build positive relationships with residents and stakeholders, and help ensure that projects are delivered with excellent customer service at their heart.

You will:

• Develop and implement consultation plans for housing improvement, refurbishment and major works projects.
• Meet with residents individually and in groups to explain planned works and how they may be affected.
• Prepare clear and effective communications, including letters, newsletters, information leaflets and press releases.
• Organise and attend resident meetings, consultation events, exhibitions and "Meet the Contractor" sessions.
• Hold resident drop-in surgeries to answer questions and resolve concerns.
• Liaise with contractors and Resident Liaison Officers to coordinate resident engagement throughout projects.
• Agree suitable access arrangements with residents to enable works to be completed.
• Arrange temporary or permanent decants where required, coordinating with removal companies, utility providers and other agencies.
• Keep residents informed of project progress, changes and any delays.
• Maintain accurate records of enquiries, complaints and site activity affecting residents.
• Support the resolution of resident queries and complaints during and after works.
• Organise resident choice events and show homes where appropriate.
• Coordinate resident satisfaction surveys and analyse feedback to support service improvements.
• Support statutory consultation with leaseholders and work closely with surveyors and other Council services throughout the consultation process.
• Prepare project information and performance updates for tenant groups and other stakeholders.

About You

We are looking for someone who is passionate about customer engagement and committed to delivering excellent services for residents.

The ideal candidate will:

• Have experience of resident engagement, consultation, customer liaison or community engagement.
• Have excellent communication skills, both written and verbal, with the ability to explain complex information clearly.
• Be confident working with residents, contractors, elected Members and a wide range of stakeholders.
• Have experience organising meetings, consultation events or public engagement activities.
• Be able to manage multiple projects and competing priorities effectively.
• Have strong organisational skills and excellent attention to detail.
• Be confident handling complaints and resolving issues in a professional and customer-focused manner.
• Have experience maintaining accurate records and producing reports.
• Be comfortable using IT systems and Microsoft Office applications.
• Demonstrate a proactive approach, sound judgement and the ability to work independently as well as part of a team.
• Be committed to delivering high standards of customer care and continuous service improvement.

What We Offer

• The opportunity to make a real difference by improving the experience of residents during housing improvement projects.
• A varied and rewarding role working across a diverse range of programmes.
• Opportunities for professional development and training.
• A supportive and collaborative working environment.
• The chance to work closely with residents, contractors and colleagues to deliver high-quality services across the borough.

• Flexible Working Hours – We recognise the importance of flexibility in managing your work and personal life.
• 36 Hour Week – Enjoy a standard 36-hour workweek for all full time staff.
• Generous Holiday Entitlement – increasing with length of service (for non-casual roles).
• Hillingdon Sports & Leisure – Stay active and healthy with discounts at council owned leisure centres and swimming pools across the borough.
• Salary Sacrifice Schemes – option to join schemes for cycle purchase, electric vehicle leasing and additional voluntary pension contributions (subject to scheme rules).
• Cycle to Work – Eco-friendly commuting with our cycle purchase scheme. We also provide bicycle parking, lockers, and showers at the Civic Centre.
• Local Government Pension Scheme – access to Local Government Pension Scheme and membership to the Credit Union.
• Vivup Benefits – Access a variety of offers and discounts through our Vivup Benefits.
• Mental Health Support and Counselling Services – Our mental health first aiders are trained to identify, understand, and help employees experiencing mental health issues. Access free 24-hour confidential advice and counselling as well as a legal advice service for you and your immediate family.
• Travel Support – Make your daily commute easier with our season ticket loans and free car parking.
• Trade Union Membership – The Council recognises UNISON, Unite, AEP and GMB and supports employees’ freedom of choice in relation to trade union membership.

• 2 years of Referencing