Housing & Welfare Officer — Company Car in Burnley

Overview

On behalf of the Home Office, Serco manages the Asylum Accommodation and Support Services Contract (AASC). We focus on assisting individuals through the asylum system, ensuring that vulnerable asylum seekers have access to the support they need along with a high standard of accommodation.

Main Purpose

Delivery of services required under the AASC contract to support Service Users in their Area. Responsibility for property standards in all accommodation within the initial accommodation (IA), completing monthly property inspections (at a minimum) to ensure they meet contractual requirements, standards, and performance targets. Provide welfare support and signposting to the Service Users in their care. Respond to any issues, requests, complaints, etc. raised through the AIRE Services and report on incidents.

Main Accountabilities

• Ensure delivery of all core Service User support services as prescribed under the contract.
• Provide inductions for all new Service Users to the IA, ensuring Service User understanding of the services available, the property and standards of behaviour, emergency evacuation process and complaints procedure.
• Respond to requests for assistance and support received via the AIRE Services.
• Manage incidents raised by the AIRE Services.
• Deliver against the tasking schedule or as required by the Field operations manager.
• Provide accurate and timely reporting on visits, inspections, repairs, incidents etc. to support the adherence to contractual requirements and agreed timescales.
• Complete monthly inspections within the IA to ensure standards are being met and highlight any required maintenance.
• Undertake further inspections as required (i.e. pre‑dispersal).
• Responsible for managing discontinuations and reporting potential absconders within the IA in line with Local Operating Procedures (LOP).
• Complete first‑fix and minor repairs where identified and tasked.
• Maintain property standards to ensure compliance with contractual commitments and property legislation.
• Accountable for following all processes, procedures, and policies under the contract.
• Manage access to the IA for suppliers, visitors, maintenance etc.
• Responsible for ensuring safety of Service Users in accordance with Safeguarding policies and procedures, including welfare checks, dealing with urgent medical needs, managing anti‑social behaviour, children's safeguarding needs, etc.
• Assist with day‑to‑day IA operations including daily registers, post, reception duties etc.
• Ensure the building is always safe and compliant; monitoring CCTV, daily patrols, weekly fire alarm testing, emergency evacuations, and contacting emergency services when necessary.

Qualifications

• A valid UK driving licence for this role. A company car will be provided.
• Strong experience of working in a service environment, with demonstrable knowledge of communication skills.
• Knowledge/experience of working within a property‑related environment.
• Strong interpersonal skills.
• IT literate, knowledge of MS Word, Excel, etc.
• Ability to manage conflict.
• Strong organisational skills.

Desirable

• Some maintenance knowledge desirable.
• Safeguarding knowledge/experience in a similar environment desirable.
• Experience in a security‑related role.

Disability Confident

Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non‑disabled people.

Benefits

• Salary: Competitive salaries with annual reviews.
• Pension: Up to 6% contributory pension scheme.
• Holidays: 25 days' annual leave plus bank holidays.
• Training and development: Wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco‑managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax‑free, through our Payroll Giving Scheme.