Resident Services Co-Ordinator

A forward-thinking Housing Association (not-for-profit organisation) focused on empowering individuals to achieve stability, seeks a Resident Services Co-Ordinator, to deliver a high quality, responsive customer focussed service. The main purpose of the role of Resident Services Co-Ordinator is to provide assistance and advice to residents on a range of issues including anti-social behaviour, safeguarding, complaints and service requests and develop and maintain excellent relationships with a range of partners and stakeholders to deliver excellent services to residents within a defined geographical area.

If you are interested in applying for this job, please make sure you meet the following requirements as listed below.

Offered as a permanent contract, the position of Resident Services Co-Ordinator provides a competitive salary, appealing company benefits, field base working and flexi time (total working hours per week 37.5 hrs, with core hours being any time between Monday to Friday 8am – 6pm). Ideal candidate would possess experience of working with residents in a social housing or supported housing environment, from a range of backgrounds some with complex needs and would hold a full driving licence with access to a vehicle. *Candidates will be required to undergo a DBS check.

Duties of Resident Services Co-Ordinator:

* Provide assistance and advice to residents on a range of topics including providing support to new residents about local services, completing claims for welfare benefits and signposting to external services

* Carry out settling in visits to new residents in accordance with an agreed schedule

* Receive antisocial behaviour (ASB) complaints and carry out the required investigation, making initial contact with the complainant, developing an action plan, ensuring support is offered to the victim, undertaking a risk assessment and confidently identifying the action required to resolve the issue

* Investigate all safeguarding concerns relating to residents ensuring referrals are made to the Local Authority safeguarding teams

* Provide guidance to residents who have received a notice to terminate their licence agreement. Provide information as required, to enable an appeal to be held

* Undertake joint inspections with local authority representatives and take ownership to ensure agreed actions are completed

* Actively promote and influence positive resident outcomes

* Signpost residents to appropriate third-party support services

* Develop and maintain professional relationships with managing agents (providers), colleagues and external stakeholders

* Support resident engagement

* Be familiar with all relevant policy, process, good practice, regulatory standards and legislation which relate to managing residents within a supported housing environment

* Accurately record all customer interactions on the system

* Contribute to continuous improvement using new technologies, best practice and customer insight

* Ensure GDPR compliance, Equality and Diversity aims are supported and implemented and Health and Safety compliance including lone working procedures at all times

Skills/attributes required by Resident Services Co-Ordinator:

* Educated to GCSE level, or equivalent including a good standard of English and Maths

* Experience of working with residents in a social housing or supported housing environment

* Experience of working with residents from a range of backgrounds some with complex needs

* An understanding of how resident engagement and involvement can lead to improved services and outcomes for customers

* Evidence of case management experience including investigating residents’ concerns about ASB and service complaints

* Experience of managing a complex and varied caseload

* Experience of managing safeguarding cases including identifying warning signs

* Excellent customer focus and an ability to change the approach to service delivery depending on customer needs and feedback

* Excellent communication and interpersonal skills, both written and verbal

* Computer literate including a good knowledge of Microsoft 365 products

* Experience of using IT based recording and data systems

* Able to work under pressure and deliver results to tight deadlines

* A commitment and ability to work flexibly as part of a team, in a fast paced and often reactive environment

* Confidence to undertake home visits and follow safe lone working practices

* Hold a driving license with access to a vehicle

Location: Birmingham, West Midlands – Field Based

Hours: Monday to Friday total 37.5 hours per week – Flexitime (core hours 8 am – 6 pm)

Salary: £28,350 p.a. – £33,600 p.a. dependent upon experience

Benefits: Pension, Enhanced Holiday Entitlement, Family Friendly Policies, Cycle to Work, Life/Health Insurance and Discount Portal

Contract: Permanent

If you have the skills required to fulfil the role of Resident Services Co-Ordinator, please APPLY TODAY