Housing Officer

Serco Group Plc; Stoke-on-Trent; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading workforce solutions provider in Stoke-on-Trent is seeking a dedicated Housing Officer to assist vulnerable asylum seekers. You'll ensure allocated hotels are safe and suitable while being the main point of contact for service users. The role involves managing conflict, responding to user requests, and coordinating with hotel teams. Strong people and organizational skills are essential. This role provides opportunities for impact, training, and career development.

Benefits

Weekly pay

Employee assistance programme

Career development opportunities

Free DBS checks

Enhanced pension scheme

Qualifications

• Strong communication skills for face-to-face interactions, especially with non-English speakers.
• Excellent organizational skills to manage multiple responsibilities.
• Able to work effectively under tight deadlines.

Responsibilities

• Manage and de-escalate conflict efficiently.
• Respond to service user requests, including complaints and medical needs.
• Ensure compliance with terms and conditions.
• Report property faults promptly.
• Administer operational cash effectively.
• Coordinate with transportation teams for service user movements.

Skills

People skills

Organisational skills

Self-motivation and initiative

Job description

Overview

Here at SWS, you'll join a dedicated team focused on assisting individuals moving through the asylum system. You'll ensure vulnerable asylum seekers have access to the critical support they need alongside comfortable hotel accommodation.

Is this the right opportunity for you?

In this role you'll ensure that your allocated hotel is safe, habitable, fit for purpose and fully equipped. You will be the designated point of contact to support Service Users with their requirements, while ensuring they remain compliant with the conditions of their support provision. This will involve liaising with the hotel and other third parties.

As a key member of the Housing Officer team, you will be self‑motivated and able to use your own initiative to work to tight timescales.

Working Hours

You’ll work 12‑hour shifts on a 4 on/4 off basis:

• Day shifts (7 am to 7 pm)
• Night shifts (7 pm to 7 am)

Responsibilities

• De‑escalate and manage conflict.
• Respond to service user requests, including complaints, medical requests and interpreter requests.
• Report breaches of terms and conditions, e.g. antisocial behaviour.
• Report any property faults identified.
• Administer operational cash.
• Work with transportation teams to ensure service users are available for dispersal, relocation and other transport activities.

Key Skills and Requirements

• People skills – good communication skills and experience dealing with people face‑to‑face; ability to work with people whose first language is not English.
• Organisational skills – excellent organisational skills to manage various responsibilities.
• Self‑motivation and initiative – able to work effectively within tight timescales.
• DBS check – successful completion of a Disclosure and Barring Service check before starting.

Why Serco Workforce Solutions?

• A place you can make an impact: Take pride in doing temporary work that really matters.
• A place you can count on: Direct access to training, development, support and many more career opportunities.
• A place for you: Your temporary work is highly valued – we welcome you, look after you and support and empower you to care for the public and each other.
• Weekly pay.
• Access to our employee assistance programme.
• Fantastic career development opportunities.
• Free‑of‑charge DBS checks.
• Access to an enhanced pension scheme.