Working with us

Our head office at Tower Bridge provides modern office accommodation for over 250 staff. We also have offices North and East London, Pitsea, Colchester and a large number of smaller scheme offices in London and Essex.

From the horse's mouth...

Watch a short video introducing Family Mosaic by existing staff. Originally designed for new starters joining the organisation, this short clip will hopefully give you a flavour of what it's like to work at Family Mosaic

Providing a local service to tenants...

We believe in providing a truly local service to our tenants, and since the launch of our Customer Care Centre, Housing Officers now spend the majority of their time out of the office and in the communities we support, providing a truly face-to-face, local and personalised service to our tenants.

What our staff say...

Here's what some of our staff have to say about their roles.

Yvonne Arrowsmith - Director of Essex & Supported Housing in Essex

With overall responsibility for Family Mosaic's services in Essex, including care & support, supported housing, general needs, shared ownership, temporary housing and key worker schemes, no two days are ever the same! It's an incredibly challenging and busy role, what with managing our 1,000 strong team, 3,500 supported housing service users and over 3,000 properties. Changes in legislation and government direction keep us on our toes and we actively encourage staff to come up with new ideas on how to improve our service as well as learning best practice from others.

We often meet people when they are at their lowest ebb and I enjoy seeing the success of our service users as they learn new skills and move on to more independent living.

The culture in our team is all about improving services and I have a great team around me committed to overcoming obsticles and providing the best possible service. The mission of Family Mosaic is about creating thriving communities and we believe the work we do helps to support this.

Cecile Salinas - Senior Housing Officer

I like the different people I meet and the difference a small gesture can make to someones life. Family Mosaic provides plenty of opportunities to progress within your career and I am supported well by my colleagues.

With the recent change in how we provide housing services, I am always on my patch. I am getting to know my tenants very well and I am becoming even more familiar with their needs. My role is very challenging as I deal with a variety of people from different back grounds and with varying needs.

Before I came to Family Mosaic I worked in the repairs call centre at Southwark Council, and prior to that I was in a customer care centre in Epsom where the first CRM systems was introduced.

Michael Sparrow - Head of Customer Engagement & Investment

I lead on two key areas in our Asset Management services - Customer Involvement & Satisfaction (Repairs & Maintenance) and Decent Homes & Cyclical Investment.

We have a major programme of improvement underway for our Repairs & Maintenance service. There is a great deal to prepare for this and over the next year we will be procuring new repairs contracts and we will be involving our tenants fully in how these are deployed.

It is the challenge of getting this right for our customers that motivates me. Getting customers involved in how we improve their services is the most enjoyable and rewarding part for me. I also have believe we have a great team of people here to take the service where we all want it to be.

Our team was restructure mid-2008, shortly after the arrival of our new Director for Asset Management, Doug Stein.  We know that repairs and investment to peoples' homes are amongst the most important areas to them and our team places the customer at the heart of our plans for stock investment - we are truly customer focused.

My previous career of 15 years was spent in the private sector, managing teams in call centres and other customer-led environments. 

Susannah Colgate - Communications Officer

As Communications Officer for Family Mosaic, I work with the communications manager on all PR and marketing work for the organisation.  I have particular responsibility for the newsletters we send to our residents and clients.

I like the creative side of my role and enjoy writing. We are an organisation which makes a difference to the lives of some of society’s most vulnerable whether its providing new homes or support to live more independent lives or investing in communities and that is important to me. My role is at the heart of the organisation helping to promote our mission internally and externally.

I came into this role through a secondment opportunity having been a Housing Officer for 3.5 years, I gained some communications experience in a previous job as a Play Development officer where I was responsible for promotion and event organizing as part of my role.

Alan Greenfield - Senior Customer Care Operator

My role as a Senior Customer Care Operator is to help the Head of Customer Care manage a team of 7 full-time staff and 7 newly recruited part time staff.  We help Family Mosaic's general needs tenants with their enquiries and liase with other departments to resolve the issue. I thrive on taking ownership of an issue and seeing it through to resolution, ensuring the tenant is satisfied with the result.

As it's a fairly new team, I enjoy supporting my staff and giving them advice on how to deal with certain situations that arise and also giving the right advice to our customers and providing them with the help that they need to resolve their issues.

Personally, and as a team, we believe we can make a difference and help get the tenants the service that they would expect from us.

I started here in October 2008 and I came from Newham Council working in their 24hr Control Room taking all general enquires and emergencies for the whole borough.

I live locally and when I saw this job advertised I saw this as a great career move to work with Family Mosaic and become involved with being part of the new Customer Care Team.

I have been here now 5 months and we are all going from strength to strength. The rest of the team are a great bunch who all enjoy helping people and are enjoying their new roles here.