Housing Officer - Norwich

Serco; Peterborough; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Pension: Up to 6% contributory pension

25 days annual leave

Training and development

Wellbeing support

Discounts

ShareSave scheme

Employee networks

Charity

Job summary

Serco is recruiting a Housing Officer on behalf of the Home Office to support the AASC contract. The role focuses on ensuring high standards of accommodation, welfare support for asylum seekers, and monthly property inspections across IA. A valid UK driving licence is required, with a 40-hour week on a rota including nights and weekends.

Based in Norwich, you will deliver inductions, manage incidents, and ensure compliance with contractual requirements and safeguarding policies.

Qualifications

• Experience in a service environment with strong communication skills.
• Knowledge/experience in a property-related environment.
• Strong interpersonal skills and ability to manage conflicts.
• IT literacy including MS Word and Excel.
• Ability to organise and prioritise work under pressure.
• Commitment to safeguarding and welfare of service users.

Responsibilities

• Deliver core Service User support services under the AASC contract.
• Provide inductions for Service Users to IA and explain services, property standards and complaints process.
• Respond to requests via AIRE Services and manage incidents.
• Complete monthly inspections of IA and report maintenance needs.
• Manage access for suppliers, visitors, and maintenance teams.
• Ensure safety and compliance of the building and safeguarding procedures.

Skills

Service environment

Property knowledge

Interpersonal skills

IT literacy

Conflict management

Organisational skills

Job description

AASC Norwich

Salary: £29,250.00, plus Serco Benefits.

Housing Officer

Full time, 40 hours per week. Monday – Sunday on a rota basis including nights and weekends

You are required to have a valid UK driving licence for this role.

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 (as 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.
• Assisting with day-to-day IA operations including, daily registers, post, reception duties etc.
• Ensuring the building is always safe and compliant; monitoring CCTV, daily patrols, weekly fire alarm testing, emergency evacuations, and contacting emergency services when necessary.

What You’ll Need To Do The Role

• 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.

Why Serco

Meaningful and vital work: As part of a highly collaborative team, you’ll be able to strongly influence hiring managers efforts that help us deliver vital services.

A world of opportunity: Working for a globally operating business delivering essential services across 5 vital sectors, your next opportunity and challenge won’t be hard to find.

Great people: You’ll become an integral member of a well-defined and supportive team, who believe passionately in the value of our work.

What We Offer

• Salary: Competitive salaries with annual reviews.
• Pension: Up to 6% contributory pension scheme.
• Holidays: 25 days' annual leave plus bank holidays.
• Training and development: We offer a 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.

A Little Bit About Us

At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.

Our Inclusive Recruitment Commitment

We prioritise your skills and potential. As a Disability Confident Leader, a top Great British Employer of Veterans, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our 'Ban the Box' pledge (some roles may have security exemptions).

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