Community Incident & Support Account Manager - Temporary until December 2027

Mining Remediation Authority; Mansfield; Hybrid; GBP 17,000 - 25,000; Full time

Benefits offered by this job

Hybrid working

Pension with up to 29% employer contri

27.5 days annual leave

Generous family leave

Funded learning and subscriptions

Wellbeing allowance

Job summary

Mining Remediation Authority is seeking a temporary Community Support Account Manager in Mansfield. The role focuses on guiding residents through major incidents, providing ongoing direct support, and translating complex updates into practical information.

You will work with operational and technical teams to ensure concerns are understood and addressed. Ideal candidates bring experience supporting people through disruption, maintain trust, and stay calm under pressure while managing

Qualifications

• Experience providing ongoing, direct support to people through significant disruption or personal difficulty.
• Ability to build trust, listen, and adapt approach to individual needs.
• Maintain professionalism and boundaries while managing distressed or worried people.
• Explain complex information clearly and honestly, managing expectations without overpromising.
• Keep accurate records and coordinate actions with colleagues and partners.

Responsibilities

• Provide ongoing direct support to residents through major incidents or disruption.
• Build trust, listen and adapt approach to individual needs.
• Remain calm and empathetic when people are distressed, frustrated or worried.
• Escalate concerns and coordinate follow-up actions with teams.
• Explain updates clearly and translate complex information into practical guidance.
• Maintain accurate records and ensure consistent responses across the team.

Skills

Empathy

Active listening

Resilience

Calm under pressure

Clear communication

Manage expectations

Records keeping

Job description

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.

Role location

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

Security

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

Why join us?

• Flexibility that fits your life - hybrid working and flexibility in how you manage your time
• Financial security for your future - including a pension with up to 29% employer contribution
• Time to recharge - 27.5 days' annual leave plus bank holidays, with options to flex more days
• Support through life's big moments - generous family leave and flexibility when you need it most
• Opportunities to grow - funded learning, development and professional subscriptions
• Wellbeing support you can use every day - including a monthly wellbeing allowance, confidential support and practical health benefits

About Us

At the Mining Remediation Authority, we make a real difference to people and places across Great Britain. From managing mining hazards to protecting the environment, our work keeps communities safe. We're also playing an exciting role in the future of energy, helping to unlock mine water heat as a sustainable source to support the UK’s net zero ambitions. Our people are knowledgeable, collaborative and committed to doing the right thing for each other and for the communities we serve.

Why this matters

You'll be joining an organisation that’s proud of the impact we make. We're supportive, inclusive and genuinely care about delivering the right outcomes for communities across England, Scotland and Wales. Discover more about our work in our Business Plan

Inclusion matters to us

We're committed to building a workforce that reflects the diversity of the communities we serve, and we welcome applications from everyone. We offer a guaranteed interview scheme for disabled applicants and those from minority ethnic backgrounds who meet the minimum criteria. If you need any adjustments as part of the recruitment process, please contact us at [e-mail] or call 01623 637000 we're here to support you.