Housing Support & Tenancy Success Coordinator

Gentoo Group; Sunderland; Hybrid; GBP 31,000 - 38,000; Full time

Benefits offered by this job

31 days annual leave

Early finish on Fridays

Flexible and hybrid working

Health Cash Plan

Private healthcare access

Pension scheme (Aviva)

Electric vehicle salary sacrifice

Enhanced family-friendly leave

Car mileage allowance

Life assurance

Job summary

Gentoo Group in Sunderland seeks an experienced Support Coordinator to join our Housing team. You will support customers to sustain tenancies, gain independence, and access tailored services, using a proactive, person-centred approach to overcome barriers and improve communities.

You’ll work with colleagues, customers and partner agencies to deliver responsive, high-quality support, while managing changing priorities and maintaining strong records and compliance.

Qualifications

• Full UK driving licence and basic DBS check required.
• Understanding of social housing challenges and diverse customer needs.
• Knowledge of housing legislation, regulatory standards and Tenant Satisfaction Measures.
• Understanding of substance misuse, mental health, safeguarding and customer vulnerability.
• Experience delivering excellent customer service in challenging situations.
• Strong partnership-working and relationship-building skills.
• Excellent communication and interpersonal skills.
• Strong negotiation, mediation and problem-solving skills.
• Ability to handle sensitive information with discretion and confidentiality.
• Resilient in managing complex situations including community safety and safeguarding.
• Ability to manage varied workload, prioritise, meet deadlines.
• Proficiency with IT systems and data-driven decision making.
• Proactive, self-motivated, able to work independently and in a team.
• Flexible to travel and working requirements.

Responsibilities

• Deliver person-centred support to empower customers to achieve goals, sustain their tenancy and live independently.
• Assess individual needs and develop tailored support plans with internal teams and partners.
• Provide guidance on rights, responsibilities and housing-related life skills.
• Manage a caseload and regularly review progress; adapt support as needed.
• Identify safeguarding risks and respond at the earliest opportunity.
• Maintain accurate, timely and compliant records of interactions.
• Build relationships with external partners and specialist services for access to support.
• Collaborate with Local Neighbourhood Teams for joined-up tenancy sustainment.
• Represent Gentoo at meetings with customers and partners.
• Contribute to continuous service improvement through feedback and data insights.
• Produce reports and support training while staying updated on legislation and standards.

Skills

Driving licence

Social housing knowledge

Housing legislation knowledge

Safeguarding knowledge

Customer service experience

Partnership working

Communication skills

Negotiation & mediation

Data interpretation/IT systems

Independent & team work

Job description

Gentoo Group in Sunderland seeks an experienced Support Coordinator to join our Housing team. You will support customers to sustain tenancies, gain independence, and access tailored services, using a proactive, person-centred approach to overcome barriers and improve communities.

You’ll work with colleagues, customers and partner agencies to deliver responsive, high-quality support, while managing changing priorities and maintaining strong records and compliance.