Warmer Homes Engagement Officer

This position has a starting salary of £33,552 per annum, based on a 36-hour working week.

We are excited to be hiring a new Warmer Homes Engagement Officer to join our fantastic Climate Resilient Homes team, based in Victoria Gate, Woking.

This is a fixed-term opportunity until 31.03.2027.

This role is open to hybrid working and as a team we split our time between collaborating with colleagues in the office, working within the communities we serve, and working from home.

Our Offer to You

26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service, plus bank holidays
Option to buy up to 10 days of additional annual leave
A generous local government salary related pension
Up to 5 days of carer's leave and 2 paid volunteering days per year
Paternity, adoption and dependents leave
An Employee Assistance Programme (EAP) to support health and wellbeing
Learning and development hub where you can access a wealth of resources
Wellbeing and lifestyle discounts including gym, travel, and shopping
A chance to make a real difference to the lives of our residents

About the Role

Surrey County Council is committed to ensuring that no resident is left behind and are equipped to respond to an ever-changing climate. Through the Surrey Way, our Climate Resilient Homes Team works to improve energy efficiency, reduce carbon emissions and support the uptake of renewable energy - helping residents reduce energy bills, improve wellbeing and build resilience to rising fuel costs.

The team has already delivered significant impact, including:

Upgrading over 200 homes through the Home Upgrade Grant Phase 2
Securing £13.9 million from the Department for Energy Security and Net Zero through the Warm Homes - Local Grant, supporting fuel‑poor households across Surrey
Delivering four phases of Solar Together, resulting in more than 3,000 installations of solar PV, batteries, EV chargers and heat pumps
Launching the co‑designed Surrey Retrofit Strategic Action Plan We're now looking for a Warmer Homes Engagement Project Officer to join us and help turn this funding into real, practical improvements for residents' homes and lives.

This role plays a vital part in delivering Warm Homes Local Grant funding, working directly with residents, many of whom are experiencing fuel poverty or other vulnerabilities, to guide them through the application and installation process. You'll be a key point of contact, ensuring residents feel supported, informed and treated with compassion at every stage, while also helping the council meet strict funding, compliance and audit requirements.

What you'll be doing day to day:

Acting as a primary point of contact for residents, responding to enquiries, issues and complaints via phone and email, and providing clear, empathetic guidance throughout the grant process
Reviewing and triaging applications and supporting evidence (such as income, housing and property information) to assess eligibility or identify alternative council support where appropriate
Tracking resident applications through the end‑to‑end Warm Homes - Local Grant workflow, from initial application to completed works and Trust Mark sign‑off
Working closely with project managers, senior officers and installers to identify issues, escalate risks and support continuous improvement
Maintaining accurate, high‑quality records and data, supporting grant compliance, audits and future funding bids
Supporting the delivery of a positive, inclusive customer experience, particularly for residents facing financial hardship or other vulnerabilities

Your Application

In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours:

Good IT skills, particularly confidence using Microsoft packages
Strong written and verbal communication skills, with the ability to resolve resident issues across the Warm Homes - Local Grant journey
Resilience and the ability to work under pressure, recognising the strict timelines and eligibility requirements attached to government‑funded programmes
A compassionate, calm and trustworthy approach, with an understanding of the challenges faced by…