Neighbourhood Coach in Birmingham

Operational patch: Acocks Green, Erdington, Northfield and surrounding areas

Contract: Permanent, Full-time

Hours: 37.5 per week (Monday-Friday)

Workstyle: Field-based with flexibility - a mix of homeworking, office time, and visiting customers in their homes.

As a Neighbourhood Coach, you'll be responsible for managing a patch of around 200 homes, helping customers successfully sustain their tenancies and creating safe, thriving neighbourhoods. This is a varied and rewarding role where you'll build strong relationships with customers, provide guidance and support, and work collaboratively with colleagues and local partners to achieve positive outcomes for individuals and communities. You'll take ownership of your patch, balancing customer support with tenancy management responsibilities, while ensuring homes and neighbourhoods are well maintained and issues are resolved effectively.

What You’ll Get:

• £30,763 - £33,945 per year with annual review
• 27 days annual leave + bank holidays (option to buy/sell up to 5 days)
• Up to 10% employer pension contribution
• £500 annual flexible benefits allowance
• Wellbeing support, including virtual GP and 24/7 mental health services
• Retail discounts & drinks card – £30/month on hot or cold drinks

What You’ll Be Doing:

• Managing tenancy sign‑ups, changes, and tenancy‑related enquiries.
• Providing coaching, guidance, and support to help customers successfully manage their homes and tenancies.
• Handling anti‑social behaviour, safeguarding concerns, and other complex tenancy issues.
• Taking enforcement action where necessary, including preparing cases, attending court, and managing evictions.
• Building strong relationships with local services, community organisations, and partner agencies to support customers and neighbourhoods.
• Working closely with maintenance teams to identify and escalate property‑related issues.
• Collaborating with lettings teams to ensure empty homes are allocated efficiently.
• Managing customer expectations around repairs, property standards, and tenancy responsibilities.
• Monitoring and improving the condition, safety, and overall wellbeing of your neighbourhoods.

What We’re Looking For:

• Has experience working in a customer‑facing role, ideally within housing management.
• Strives to achieve performance targets, maximising customer satisfaction.
• Is tenacious and resilient – who does what it takes to achieve the right outcome.
• Sees the best in people and has the capacity to coach.
• Has a reputation for first‑rate influencing, negotiating and relationship building skills.

Additional requirements:

• Has access to a vehicle and a full driving licence.
• Able to complete a Basic DBS check (provided by BFL).

If you’re looking for a role where no two days are the same, where you’re trusted to work independently and make a real difference in a local community, this could be the opportunity for you. You’ll balance empathy with resilience, relationship‑building with action, and coaching with accountability — all while being supported by a wider, collaborative team. In return for your commitment, you’ll gain meaningful work, flexibility in how you work, and the chance to grow your skills and confidence in a role where your impact is clearly felt. If you care deeply about people, take pride in well‑managed homes and neighbourhoods, and want to be part of a team that is all‑in on doing the right thing, we’d really like to hear from you.

Closing date: 3rd July 2026. This role is full time and subject to an enhanced DBS check. You’ll travel to and from surrounding areas as required. Regular home working is available.

What we offer:

• Hybrid working, with the flexibility to work across our main locations and home.
• Occupational Health, mental health first aiders, menopause champions and annual health checks.
• A choice of pension schemes with employer contributions of up to 10%.
• Employee Assistance Programme that provides 24/7 virtual GP access, prescription service, and talking therapies for you and your family.
• Annual allowance of £500 to spend on benefits of your choosing, including healthcare plans, dental care, gym membership and much more.
• Generous holiday, occupational sick pay and paid family leave.
• Fully funded CIH qualification, if it’s a requirement of your role.

Our commitment to equality, diversity and inclusion:

We’re proud to be recognised as a great place to work, thanks to our inclusive, values‑driven culture. We know that diverse teams bring out the best in everyone, and we are committed to creating a workplace where everyone feels valued, supported, and able to thrive. We are a proud “Disability Confident” (Level 2) and Menopause Friendly employer and have signed the Armed Forces covenant to support those who serve. We encourage people from all sections of our community to apply for jobs with us. Particularly, we welcome those who have been historically underrepresented in areas of our workforce including people from ethnic minority backgrounds, disabled people and members of the LGBTQIA+ community. Wherever possible, we offer flexible working arrangements to help you balance your work and personal life, alongside the tools, training, and opportunities you need to develop and succeed in your career.