Housing Officer

Serco Group Plc; Norwich; On-site; GBP 24,000 - 35,000; Full time

Benefits offered by this job

25 days annual leave + bank holidays

Contributory pension scheme

Internal courses and apprenticeships

Employee Assistance Programme and well

Job summary

Serco Group Plc in Norwich is seeking a Housing Officer to help deliver safe, welcoming accommodation for asylum seekers under the AASC contract with the Home Office. You will support residents, maintain high standards of safety, quality and compliance, and coordinate with partner agencies to deliver welfare support.

You will conduct monthly inspections, perform basic repairs, keep accurate records, manage access for contractors, and assist with reception duties.

Qualifications

• Experience in a customer service or service delivery role with strong communication skills.
• Ability to work in a property-related environment and manage multiple tasks.
• Strong interpersonal skills and the ability to build relationships with partners.

Responsibilities

• Deliver high-quality support services to residents in initial accommodation.
• Welcome service users with inductions, explain services, and outline procedures.
• Respond to requests and incidents raised through AIRE services promptly.
• Carry out monthly property inspections and identify maintenance needs.
• Perform minor repairs and report more complex maintenance requirements.
• Maintain accurate records of visits, inspections and activities for compliance.
• Manage discontinuations and report potential absconders per LOPs.
• Coordinate access to accommodation for contractors and visitors.
• Support welfare checks and safeguarding procedures for adults and children.
• Assist with day-to-day operations including reception duties and post.
• Help keep the site safe by monitoring CCTV and assisting with evacuations.

Skills

Customer service

Service delivery

Communication

Interpersonal skills

Organisational skills

MS Office

Tools

Microsoft Word

Microsoft Excel

Job description

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. From maintaining accommodation standards to providing welfare support and working closely with partner agencies, your work will be varied and will have purpose, helping us create impactful solutions that positively impact communities.

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.

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

25 days' annual leave plus bank holidays

• Up to 6% contributory pension scheme
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different 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. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.