Housing & Wellbeing Officer - Fixed Term Contract to March 2027 in Manchester

Reporting to the Housing and Wellbeing Manager, the Housing and Wellbeing Officer is responsible for working with customers to promote and maximise their independence, assisting them to move on to greater self‑reliance within a customer focused environment and in line with the Independence and Wellbeing framework.

What you’ll be doing:

• Assist customers to identify their strengths, development needs and risks to jointly develop a plan to build on or address these, including coaching and assisting customers to achieve greater independence.
• Assist customers to access other agencies and their services and the services within the wider community.
• Attend and coordinate Multi‑Disciplinary Teams alongside other professionals such as Adult Social Care and Safeguarding to make joint decisions around the best care and support for customers.
• Coach and assist customers to maintain their occupancy agreement and fully understand their responsibilities.
• Encourage feedback from customers, recording and responding to any complaints and compliments.
• Ensure safeguarding concerns are dealt with promptly and in line with guidelines and appropriate action is taken.
• Be responsible for tenancy management, including voids, reporting repairs/maintenance, allocations, lettings process, rents, aids and adaptations, ASB and challenging behaviour and breaches of occupancy agreements.
• Carry out any Health and Safety duties as directed by the Housing and Wellbeing Manager and adhere to Great Places’ Health and Safety procedures.

What you’ll need:

• Relevant professional qualifications/memberships (Institute of Customer Service qualification) or willing to study towards.
• Qualified to a minimum Level 2 in English and Maths.

What we need from you:

• Attend a number of face‑to‑face training sessions as well as virtual sessions and e‑learning; this part of your role is vital and of equal importance as the day‑to‑day aspects.
• Empathy with our tenants and residents and willingness to deliver exceptional customer service.
• Experience of working in Housing Management is desirable.
• Experience of using a strength‑based approach to assist customers to achieve their goals is desirable.
• Experience of working in a customer focused environment, with a proven ability of delivering a high standard of customer service.
• The ability to develop and project a positive image of Great Places through personal, written and verbal skills.
• Experience of administration and recording procedures, with an in depth understanding of confidentiality.
• Ability to engage and build relationships with partnering or potential partner agencies or organisations.
• Experience and understanding of safeguarding.
• Ability to complete tasks accurately and timely when working under pressure and maintain attention to detail.
• Effective liaison with colleagues and other stakeholders to give or find information to resolve problems.
• Experience of providing or signposting customers towards a responsive, timely, quality assured welfare benefit advice service that provides a holistic and integrated solution to help them solve their problem.
• Demonstrable coaching skills in promoting independence.
• Use of the relevant range of Microsoft Office applications.

What we give you in return for your hard work and commitment:

• Pension DC Scheme (up to 10% contribution from both colleague and Great Places).
• WPA Healthcare auto‑enrolled at no contribution level with £1250 of savings available – option to increase & add on family members.
• The Market Place: high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more.
• Annual Leave: start at 26 days annual leave, increasing up to 30 days within 5 years + bank holidays.
• Reward & Recognition: You Count Rewards are individual rewards for going ‘above & beyond’.
• Help with transport: We offer season ticket loans, an affordable way to purchase season tickets for public transport at discounted rates.
• Wage Stream: You can access savings opportunities and early access to wages.

At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver great services. All your benefits can be used inside and outside of work. Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment. All successful applicants will be subject to an enhanced criminal records background check (Child and Adult Workforce, Child Barred List). Further detail on our commitment to safeguarding children/young people & vulnerable adults can be found in the Great Places Housing Group Safeguarding Policy & Recruitment Policy on our website.