Neighbourhood Housing Officer in Liverpool

Join to apply for the Neighbourhood Housing Officer role at Prima Group. An exceptional opportunity has arisen to join one of North West’s leading housing associations. Prima Group is an ambitious, forward‑thinking and innovative place to work, we see our people being key to our success, and are Silver Award members of Investors in People.

As a Neighbourhood Housing Officer you will be providing front‑line person‑centred housing management services. Raising awareness of responsibilities, providing support and guidance to help customers sustain their tenancies. Work within our communities to help create safe and sustainable places that people choose to live.

Location: Flexible hybrid working arrangements between home and Prima offices (Columbus Quay or Twickenham Drive).

Salary: £34,666 Per Annum plus ECA £1,460.

Main Duties

• Customers: Be the key contact for customers, making Prima visible within our communities and identify opportunities to engage customers. Build strong relationships with customers to enable them to sustain their tenancy. Provide housing related support, acting as an advocate for customers and referring to specialist services where required. Identify opportunities for customer involvement and work with the insight and innovation team to deliver the required outcomes. Responsible for providing a financial wellbeing service for customers. Implementing payment agreements where appropriate to maximise income for the business and support the income team where required. Complete visits for all new customers to check they have settled into their home and ensure we are still meeting their needs. Complete visits for all existing customers at least once a year to ensure customers are maintaining their property in line with tenancy agreements, identifying any support needs, repair issues and changes to household data. Ensure all customer data records are kept up to date following each contact.
• Tenancy: Deliver a comprehensive housing management service. Lead the empty homes process and ensure new customers have access to any support and “know how” to manage their tenancy. Provide tenancy support to customers to enable customers to sustain their tenancies. Contribute to maintaining and improving the appearance of our communities, carrying out enforcement actions where needed. Respond to and deal with reports of nuisance and ASB, to prevent escalation and ensure appropriate resolutions. Responsible for managing all low level and high level ASB cases for a dedicated patch. Monitor Service Charge contractor performance on your patch and work alongside our assets team. Support other colleagues delivering customer facing services such as Income Officers, Customer Services Assistants, Surveyors and Scheme Managers when required. Ensure systems are updated with accurate and up to date information so that other teams are aware of the status of customer case management. Assist the Voids and Lettings Co‑ordinator to let our homes to minimise rent loss and re‑let costs. Carry out viewings and signups with prospective customers.
• Communities: Work with and understand your community needs to inform the development of community plans, which respond to opportunities and challenges. Deliver community plan actions, monitoring the impact of our work. Build local effective partnerships to improve services, training and work opportunities for customers and identify development or service opportunities for Prima. Collaborate with compliance colleagues to manage any risks within the community, to deliver safe and sustainable homes and communities. Collaborate with the Community Cohesion Officer on projects. Capture all social value related tasks and ensure systems are updated appropriately. To undertake any other duties to achieve personal, team and organisational objectives.

Person Requirements

• Positive attitude to customers.
• Demonstrates drive and resilience.
• Self‑starting and self‑motivated.
• Does what it takes to get the right outcome.
• Confident.
• Curious.
• Supportive.
• Organised.
• Analytical problem solving.
• Adaptable.
• Customer Focus.
• Communication.
• Relationship building.
• Influencing.

Skills & Competencies For The Role

• Educated to GCSE level or equivalent.
• Relevant professional qualification or recognised degree is desirable.
• Experience working in a Housing Officer role or experience of delivering housing management services in a registered provider (RP), not for profit or public‑sector organisation.
• Good working knowledge of processes relating to different housing tenure types.
• Good knowledge of housing regulations/law and associated practices.
• Experience of delivering face‑to‑face customer service with the ability to have honest conversations with customers.
• Experience of developing partnership working with support agencies, local authorities and community groups.
• Good understanding of the social, economic and political context in the neighbourhoods in which we operate.
• Good understanding of welfare reform.
• Experience of using ICT systems, Customer Relationship Management systems and Microsoft office software.

Benefits – why work for us?

• Healthcare Cash Plan scheme.
• Salary sacrifice scheme for qualifying staff.
• Pension scheme.
• 24 days annual leave plus bank holidays and 4 concessionary days over the Christmas period off.
• Birthday annual leave.
• Volunteering scheme.
• Long service awards.
• 35‑hour week Monday‑Friday.
• Fully flexible working arrangements – hybrid working from the office and from home.
• Free parking on site at Prima’s two offices.

Prima Group is an equal opportunities employer committed to creating an inclusive environment where diversity is valued, and everyone is treated with dignity and respect. We welcome applications from all qualified candidates, regardless of race, gender, disability, religion/belief, sexual orientation, or age. Prima Group has signed up to the Disability Confident Scheme and the Caring Business Charter. We guarantee to interview all disabled applicants and those care‑experienced young people, who meet the minimum criteria for the vacancy. Please specify if you wish to be considered under this scheme. If you wish to apply in a different format, such as a video application, please visit our website to see how Work For Us — Prima Group or www.primagroup.org/work-for-us. If you want to be at the forefront of shaping Prima Group’s ambitions, then we would love to hear from you. Please visit our website for more information about Prima Group.