Housing Officer - Ipswich

As a Housing Officer in our Asylum Accommodation and Support Contract (AASC) team, you'll help provide safe, secure and welcoming accommodation for people seeking asylum on behalf of the Home Office. You'll support individuals throughout their stay while ensuring the homes and facilities you manage meet high standards of safety, quality and compliance. Every day, you'll make a positive impact by helping people access the support they need during an extremely challenging time in their lives.

What you'll do as a Housing Officer:

• Deliver high-quality support services to people living in initial accommodation, ensuring they receive the assistance they need throughout their stay.
• Welcome new service users by delivering inductions, explaining available services, property standards, expected behaviours, emergency procedures and the complaints process.
• Respond to requests, incidents and enquiries raised through AIRE (Advice, Issue Reporting and Eligibility) Services, ensuring issues are managed promptly and accurately.
• Carry out monthly property inspections, along with any additional inspections required, including pre-dispersal inspections, to ensure accommodation meets contractual standards and identify any maintenance needs.
• Complete minor first-fix repairs where appropriate and report or coordinate more complex maintenance requirements.
• Maintain accurate and timely records of visits, inspections, repairs, incidents and other activities to support contractual compliance and performance targets.
• Manage discontinuations and report potential absconders in line with Local Operating Procedures (LOPs).
• Coordinate access to accommodation for contractors, suppliers and visitors while maintaining the security and integrity of the site.
• Support the safety and wellbeing of service users by carrying out welfare checks, responding to urgent medical needs, managing anti-social behaviour and following safeguarding procedures for adults and children.
• Assist with the day-to-day running of the accommodation, including reception duties, daily registers and managing incoming post.
• Help keep the accommodation safe and compliant by monitoring Closed-Circuit Television (CCTV), carrying out daily patrols, completing weekly fire alarm tests, supporting emergency evacuations and contacting emergency services when required.
• Follow all contract processes, policies and procedures, maintaining high property standards and helping create a safe, welcoming environment for everyone.

Does this sound like you?

• A full UK driving licence is essential.
• Experience working in a customer service or service delivery environment with excellent communication skills.
• Knowledge or experience of working in a property-related environment.
• Strong interpersonal and relationship-building skills.
• Good organisational skills with the ability to manage a varied workload.
• Confident using Microsoft Office applications, including Word and Excel.
• Able to manage conflict professionally and remain calm under pressure.

Desirable:

• Maintenance knowledge, safeguarding knowledge, security experience.

What we offer:

• 25 days' annual leave plus bank holidays.
• Up to 6% contributory pension scheme.
• Over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service.
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• Our employee networks support connection by providing spaces for collaboration, learning and belonging.

This role requires BPSS clearance, which involves identity verification, employment history, and criminal record checks to meet government security standards. An Occupational Health Questionnaire will also be required to ensure we can offer appropriate support for your wellbeing and performance.

At Serco, everyone plays a vital part in delivering essential public services that make a real difference. Our inclusive recruitment commitment prioritises your skills and potential. We champion equal opportunities for all.