Community Incident & Support Account Manager - Temporary

Have you supported people through distress, disruption or significant changes to their lives?

Can you bring empathy, resilience and sound judgement to difficult conversations, even when there are no immediate answers?

We're recruiting for a temporary Community Support Account Manager to support residents affected by a major incident. You'll need practical experience of providing ongoing, direct support to people through significant disruption or difficult personal circumstances: understanding individual needs, maintaining contact and coordinating practical follow-up. You'll bring empathy, resilience and confidence to sensitive conversations.

Your experience could come from housing or tenancy support, community outreach, family support, or another setting where helping people through distress and uncertainty is a regular part of your work. What matters is the experience you bring, rather than your job title.

We're looking for someone who can:

• Demonstrate experience of providing ongoing, direct support to people through significant personal disruption, including understanding their needs, maintaining contact and coordinating follow-up
• Build trust, listen carefully and adapt your approach to individual needs
• Remain calm and empathetic when people are upset, frustrated or worried
• Show resilience, maintain professional boundaries and recognise when to seek support or elevate concerns
• Explain complex information clearly and honestly, managing expectations without making promises you cannot keep
• Prioritise competing needs, recognise when someone may need additional support and follow through on agreed actions
• Keep accurate records and work closely with colleagues to coordinate a consistent response

This is a temporary role supporting the response to a major incident. You'll be a consistent, trusted point of contact for a defined group of residents, helping them access clear information, raise concerns and have their individual needs understood during a difficult and uncertain time.

You'll take ownership of resident relationships and follow-up actions, working closely with operational and technical teams, customer service colleagues and partners. You'll translate complex updates into practical information, keep residents informed as the response develops, and make sure concerns and changing needs reach the right people. This includes recognising where residents may need additional support and escalating issues appropriately.

The work can be emotionally demanding. You may have repeated conversations with people who are distressed or frustrated, while circumstances change and answers are still emerging. You'll need to remain compassionate and professional, be honest about what is known and what happens next, and maintain trust even when you cannot resolve someone's concerns immediately.

Experience of providing ongoing, direct support through comparably challenging circumstances is essential; previous incident-response experience would be valuable but is not essential.

Mansfield (Hybrid Working - average of 2 days per week in our Mansfield Office)

Successful candidates must pass basic security checks and will be subject to UK Immigration requirements.

Final date to receive applications: 8 November 2026

Sifting date: 9 November 2026

Interviews: w/c 16 November 2026

(If you are unavailable on these interview dates, please make us aware, and we will look at alternative dates)

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