Resident Support & Incident Response Lead

UK Ministry of Defence; Mansfield; Hybrid; GBP 24,000 - 30,000; Part time

Benefits offered by this job

Hybrid working

Pension with employer contribution

27.5 days annual leave

Family leave

Learning opportunities

Wellbeing support

Job summary

Mining Remediation Authority in England is seeking a temporary Community Support Account Manager to provide direct, ongoing support to residents affected by a major incident. You will assess needs, maintain contact and coordinate follow-up, delivering clear information and compassionate guidance.

Based in Mansfield with hybrid working (average 2 days in office), you will work with operational and technical teams to translate updates into practical actions and escalate concerns when needed.

Qualifications

• 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

Responsibilities

• 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.

Job description

Mining Remediation Authority in England is seeking a temporary Community Support Account Manager to provide direct, ongoing support to residents affected by a major incident. You will assess needs, maintain contact and coordinate follow-up, delivering clear information and compassionate guidance.

Based in Mansfield with hybrid working (average 2 days in office), you will work with operational and technical teams to translate updates into practical actions and escalate concerns when needed.