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A forward-thinking Housing Association (not-for-profit organisation) focused on empowering individuals to achieve stability, seeks a Resident Services Co-Ordinator, to deliver a high quality, responsive customer focussed service. The main purpose of the role of Resident Services Co-Ordinator is to provide assistance and advice to residents on a range of issues including anti-social behaviour, safeguarding, complaints and service requests and develop and maintain excellent relationships with a range of partners and stakeholders to deliver excellent services to residents within a defined geographical area.
Offered as a permanent contract, the position of Resident Services Co-Ordinator provides a competitive salary, appealing company benefits, field base working and flexi time (total working hours per week 37.5 hrs, with core hours being any time between Monday to Friday 8am – 6pm). Ideal candidate would possess experience of working with residents in a social housing or supported housing environment, from a range of backgrounds some with complex needs and would hold a full driving licence with access to a vehicle. *Candidates will be required to undergo a DBS check.
Duties of Resident Services Co-Ordinator:
* Provide assistance and advice to residents on a range of topics including providing support to new residents about local services, completing claims for welfare benefits and signposting to external services
* Carry out settling in visits to new residents in accordance with an agreed schedule
* Receive antisocial behaviour (ASB) complaints and carry out the required investigation, making initial contact with the complainant, developing an action plan, ensuring support is offered to the victim, undertaking a risk assessment and confidently identifying the action required to resolve the issue
* Investigate all safeguarding concerns relating to residents ensuring referrals are made to the Local Authority safeguarding teams
* Provide guidance to residents who have received a notice to terminate their licence agreement. Provide information as required, to enable an appeal to be held
* Undertake joint inspections with local authority representatives and take ownership to ensure agreed actions are completed
* Actively promote and influence positive resident outcomes
* Signpost residents to appropriate third-party support services
* Develop and maintain professional relationships with managing agents (providers), colleagues and external stakeholders
* Support resident engagement
* Be familiar with all relevant policy, process, good practice, regulatory standards and legislation which relate to managing residents within a supported housing environment
* Accurately record all customer interactions on the system
* Contribute to continuous improvement using new technologies, best practice and customer insight
* Ensure GDPR compliance, Equality and Diversity aims are supported and implemented and Health and Safety compliance including lone working procedures at all times
Skills/attributes required by Resident Services Co-Ordinator:
* Educated to GCSE level, or equivalent including a good standard of English and Maths
* Experience of working with residents in a social housing or supported housing environment
* Experience of working with residents from a range of backgrounds some with complex needs
* An understanding of how resident engagement and involvement can lead to improved services and outcomes for customers
* Evidence of case management experience including investigating residents’ concerns about ASB and service complaints
* Experience of managing a complex and varied caseload
* Experience of managing safeguarding cases including identifying warning signs
* Excellent customer focus and an ability to change the approach to service delivery depending on customer needs and feedback
* Excellent communication and interpersonal skills, both written and verbal
* Computer literate including a good knowledge of Microsoft 365 products
* Experience of using IT based recording and data systems
* Able to work under pressure and deliver results to tight deadlines
* A commitment and ability to work flexibly as part of a team, in a fast paced and often reactive environment
* Confidence to undertake home visits and follow safe lone working practices
* Hold a driving license with access to a vehicle
Location: Birmingham, West Midlands – Field Based
Hours: Monday to Friday total 37.5 hours per week – Flexitime (core hours 8 am – 6 pm)
Salary: £28,350 p.a. – £33,600 p.a. dependent upon experience
Benefits: Pension, Enhanced Holiday Entitlement, Family Friendly Policies, Cycle to Work, Life/Health Insurance and Discount Portal
Contract: Permanent
If you have the skills required to fulfil the role of Resident Services Co-Ordinator, please APPLY TODAY
