Resident Services Coordinator (Housing / Community Engagement)

We have a fantastic opportunity for a Resident Services Coordinator (Housing) to join us to provide a responsive and effective service to influence, engage, listen and assist in activities relating to residents and wider community engagement. You will build and maintain effective relationships with residents, stakeholders, charities, regulators, providers, groups and local communities to deliver a first-class service that supports residents and works to develop cohesive neighbourhoods within the areas we operate.

You’ll investigate anti-social behaviour and complaints, safeguarding, and ensure licences have been ended correctly. You will have your own caseload and be experienced at managing a range of complex housing issues with the resident’s needs central to your decision making. You will engage and listen to resident’s feedback and tailor your approach to meet their needs.

Other Responsibilities Include:

• Adopting an objective and proactive approach to all Resident Engagement, Complaints, Investigations and Safeguarding cases.
• Ensuring prompt and appropriate responses and resolutions in order to meet the needs of our residents whilst adhering to regulatory standards.
• Signposting residents to external support services where appropriate.
• Ensuring that all regulatory and consumer standards are met at all times.
• Receiving and processing queries by multiple means e.g., telephone/email and in person.
• Identifying areas for improvement and work with colleagues to continuously improve the service.

With excellent communication skills you will work collaboratively to build and maintain effective relationships with residents, managing agents, and other stakeholders. Using your problem-solving skills, you will resolve issues and queries at the first point of contact where possible and will facilitate and co-ordinate with other departments to successfully resolve any arising issues.

About You

• Demonstrable Resident Engagement experience within a supported housing environment.
• The ability to manage a complex caseload and follow through to successful completion.
• Knowledge and experience of effectively investigating anti-social behaviour, complaints and safeguarding cases.
• A solid understanding of safeguarding and health and safety requirements.
• The ability to demonstrate empathy and understanding when communicating with residents who may be vulnerable.
• The ability to stay calm in difficult situations and influence positive outcomes.
• Knowledge and experience of effective, objective investigation resolution and responding to complaints.
• An understanding of the legal framework relating to licences and exempt accommodation would be desirable.
• Excellent IT skills and experience of the Microsoft suite of products and CRM Systems.
• Effective communication skills, both written and verbal.
• A full driving licence and unrestricted access to a vehicle is also essential for this position.

About Us

Concept Housing Association CIC is a leading social housing provider in the West Midlands, committed to making a positive impact. We provide over 5,400 homes across Birmingham, Bradford, and Telford, with plans to expand to 7,200 homes by 2025. We’re embarking on a transformative journey to modernise our services, invest in our people, and enhance quality and choice for our customers.

Please note: This vacancy may close before the advertised closing date if sufficient suitable applications are received. We will be interviewing as applications come in so apply early to avoid disappointment!

What We Can Offer In Return:

• Competitive Salary and a comprehensive Benefit Package.
• Pension Scheme.
• Employee Assistance Programme.
• Flexible Working Arrangements.
• Inclusive Culture.

We are an equal opportunities employer, and all applications are considered based on role requirements, regardless of gender, nationality, ethnicity, marital status, age, disability, sexual orientation, or religious belief.

Concept Housing Association CIC is a not-for-profit organisation that is redefining how social housing is delivered to those who need it most. We take a proactive and flexible approach to deliver the right accommodation to more people, faster.