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.

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:

1. 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.
2. Carry out settling in visits to new residents in accordance with an agreed schedule.
3. 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.
4. Investigate all safeguarding concerns relating to residents ensuring referrals are made to the Local Authority safeguarding teams.
5. 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.
6. Undertake joint inspections with local authority representatives and take ownership to ensure agreed actions are completed.
7. Actively promote and influence positive resident outcomes.
8. Signpost residents to appropriate third-party support services.
9. Develop and maintain professional relationships with managing agents (providers), colleagues and external stakeholders.
10. Support resident engagement.
11. Be familiar with all relevant policy, process, good practice, regulatory standards and legislation which relate to managing residents within a supported housing environment.
12. Accurately record all customer interactions on the system.
13. Contribute to continuous improvement using new technologies, best practice and customer insight.
14. 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:

1. Educated to GCSE level, or equivalent including a good standard of English and Maths.
2. Experience of working with residents in a social housing or supported housing environment.
3. Experience of working with residents from a range of backgrounds some with complex needs.
4. An understanding of how resident engagement and involvement can lead to improved services and outcomes for customers.
5. Evidence of case management experience including investigating residents' concerns about ASB and service complaints.
6. Experience of managing a complex and varied caseload.
7. Experience of managing safeguarding cases including identifying warning signs.
8. Excellent customer focus and an ability to change the approach to service delivery depending on customer needs and feedback.
9. Excellent communication and interpersonal skills, both written and verbal.
10. Computer literate including a good knowledge of Microsoft 365 products.
11. Experience of using IT based recording and data systems.
12. Able to work under pressure and deliver results to tight deadlines.
13. A commitment and ability to work flexibly as part of a team, in a fast paced and often reactive environment.
14. Confidence to undertake home visits and follow safe lone working practices.
15. 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.