Retirement Living Co-ordinator

This role is based at Plymouth Grove in Manchester and involves travelling throughout Greater Manchester and incorporating West Lancs and Ormskirk. You will visit retirement living schemes situated in these areas. Working as part of a team committed to ‘best practice’ in the social housing field, you will facilitate the coordination and delivery of a professional service to retirement living customers living in the schemes. This will include service, facilities and housing management and monitoring service level agreements with partners.

About You

• Relevant experience of working with older and/or vulnerable people
• Good understanding of housing management
• Experience of managing relationships with partner agencies/organisations
• Formal qualifications in housing, care or support would be an advantage
• Good knowledge of dealing with anti-social behaviour, health and safety, risk assessing and voids and letting processes

The role involves travel across Greater Manchester and West Lancs and Ormskirk so you'll need access to a vehicle.

Role Profile

• To facilitate the coordination and delivery of a professional service to Retirement Living customers across a designated patch of the retirement living portfolio, in line with Riverside’s performance standards.
• To provide an effective provision and delivery of services, facilities and housing management across a group of schemes.
• Day to day monitoring of service level agreements with partners.
• To be part of a staff team that is committed to ‘best practice’ in the social housing field.

Accountabilities

• Ensuring occupancy targets are met, through lettings and refurbishments of properties.
• Meeting rent collection and arrears targets.
• To monitor and liaise the delivery of service contracts across a designated patch of schemes including lifts, heating fire equipment, gardening etc.
• Providing practical support and information to customers when entering the service and throughout their involvement with the service, e.g. assisting customers in the completion of occupancy agreements and welfare benefit claims and liaison with benefit agencies.
• Delivering high standards of housing management and ensuring that the service is meeting best practice by conducting regular site inspections across all schemes.
• Monitoring and reducing issues of anti-social behaviour within services.
• Clearly communicating customer responsibilities and tenancy compliance.
• Working with colleagues to maintain good links with the local neighbourhoods.
• Effectively using appropriate IT systems, including housing management systems and maintaining professional and timely records.
• To assess potential customers housing needs, in consultation with relevant agencies and the customer in terms of their suitability to access the service.
• To ensure that the company’s Health and Safety policy is fully implemented at all designated schemes, ensuring customers are aware of the provision of security systems at schemes at all times.
• Provide information to assist new customers on services within schemes and local communities.
• Promote customer involvement at the schemes, working collaboratively with the Health & Wellbeing team.
• Encourage customers to participate in events, activities and the running of the schemes and promote integration of schemes into the local community.
• To coordinate the lettings process to minimise void levels.
• To include; application of the voids procedure, implementing the organisations allocations policy, maintaining the schemes waiting list and to lead on promotion and marketing of the scheme.
• To travel, across the designated patch to deliver an effective service.
• To observe the company’s code of conduct and maintain the highest standards of professional integrity.
• To provide a high quality customer orientated service, championing the Riverside Service Style practices.
• To ensure compliance with Riverside’s Equality and Diversity policy, in respect of employment and service delivery.
• Ensure that all data is compliant with legislation and policies relating to data quality.
• Any other relevant duties as required by the designated manager.
• To ensure compliance with Riverside’s safeguarding policies and procedures in every aspect of service delivery.

Key Performance Indicators

• To ensure high service levels and overall customer satisfaction.
• To ensure that rent arrears, voids, re-let days and other agreed KPI’s remain within target.
• To ensure compliance with all mandatory Health and Safety standards.
• To ensure all complaints are dealt with in line with Riverside’s procedures to achieve the best customer outcomes.

Person Specification

• Essential: Relevant experience of working with older and vulnerable people.
• Experience of housing management duties.
• Experience of liaison with agencies/partner organisations.
• Desirable: Formal care, support or housing qualifications.