Housing Support Worker

CIH Scotland; West of England; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Pension with matched contributions up

Bonus scheme 2%

35 days holiday (incl. bank holidays)

Healthcare cashback including private

Wellbeing support including EAP

Discounts via Place Rewards

Training & career progression

Recognition programmes

Gym membership

Life Assurance + will writing services

Job summary

Places for People seeks a Customer Support Coordinator to deliver housing and support services to customers with complex needs. You will manage a caseload, develop support and safety plans, and collaborate with external agencies to provide holistic services.

You will maintain records, report safeguarding concerns, and participate in multi-agency meetings while contributing to performance targets such as voids and arrears.

Qualifications

• Experience in supported housing or homelessness services.
• Experience with tenancy management and housing processes.
• Ability to manage customer caseloads and create/update support plans.

Responsibilities

• Deliver high-quality housing and support services to customers with complex needs.
• Manage individual caseloads and support plans to help customers achieve goals.
• Maintain accurate records, sign-ups, tenancy management, and respond to tenancy queries.

Skills

Supported housing

Tenancy management

Risk & safety planning

Record keeping

External agencies collaboration

GDPR awareness

Education

Level 2 or Level 3 qualification in Housing/Young People/Support Work

Tools

Housing management software

Job description

As the UK's leading Social Enterprise, we move lives forward every day by building, managing and supporting thriving Communities. From new homes, social housing and student accommodation to leisure, education and Community initiatives, our work makes a positive difference to millions of People across the UK. And that takes People who care about doing the right thing. People who are ambitious, ready to grow and motivated to make a difference through the work they do.

We're looking for Colleagues who bring energy, curiosity and ownership. People who enjoy being challenged, support those around them and want to keep raising the bar. Because when we perform at our best, we create more opportunities to invest in our Customers, our Communities and each other.

Experience matters, but it's only part of the story. If you share our values and want to build a career where your work has real impact, we'd love to hear from you.

More about your role

Please note this will be a dual scheme role between our Broad Street in Staple Hill and Blakeney Mills, in Yate.

As a Customer Support Coordinator, you'll deliver high‑quality housing and support services to customers who may have complex and enduring support needs. Working with an individual caseload, you'll support customers to achieve their goals through effective support and safety planning, helping them build independence and prepare for move‑on into permanent housing.

You'll work closely with external agencies and partners to ensure customers receive a coordinated and holistic service, providing advice, guidance and signposting where appropriate. You'll also be responsible for key housing management activities including assessments, sign‑ups, tenancy management, responding to tenancy‑related queries and addressing antisocial behaviour and tenancy breaches.

A key part of the role is maintaining accurate records, support plans and customer files, ensuring all administration is completed daily and in line with organisational procedures. You'll report safeguarding concerns and notifiable incidents, monitor the condition of the service by reporting maintenance issues, and support customer engagement activities that encourage participation and positive outcomes. You'll also attend multi‑agency meetings, provide updates on customer progress and contribute to service performance targets including voids, arrears and reletting times.

Essential Criteria

• Experience working within supported housing, homelessness services or a similar environment supporting customers with complex support needs.
• Knowledge and experience of tenancy management, housing management processes and relevant statutory or regulatory requirements.
• Experience managing customer caseloads, support plans and risk or safety plans.
• Ability to maintain accurate customer records and use IT systems to support service delivery and administration.
• Experience working collaboratively with external agencies and partner organisations to achieve positive customer outcomes.

More about you

You’ll have a genuine passion for supporting people and helping them achieve positive outcomes. You understand the challenges faced by customers with complex and enduring support needs and are confident balancing support delivery with housing management responsibilities.

You’ll be organised, able to manage competing priorities and comfortable working independently as well as part of a wider team. You’ll have a sound understanding of safeguarding practices, GDPR and the importance of maintaining accurate records. A Level 2 or Level 3 qualification in Housing, Young People, Support Work or a related subject would be beneficial, although relevant experience is equally valued.

Commitment to Trauma Informed Practice

At Places for People, we are committed to creating safe and supportive environments for individuals who have experienced trauma. We understand that trauma can have a profound impact on individuals, and we are dedicated to recognising the signs and symptoms of trauma, practising empathy and respect, and using trauma‑informed language. We are also committed to providing individuals with choice and autonomy, and to working collaboratively to empower them to re‑establish control of their lives.

What you’ll get

We know rewarding work deserves rewarding benefits. That's why, alongside a competitive salary, you’ll have access to a package designed to support you at work and beyond.

You'll Receive

• Pension with matched contributions up to 7%
• Bonus scheme for colleagues at 2%
• 35 days holiday (including bank holidays) with the option to buy or sell days
• Healthcare cashback plan for everyday medical costs, with private GP and health support services available
• Comprehensive wellbeing support including counselling, flu jabs, our Employee Assistance Programme (EAP) and access to our Wellbeing Hub, supporting your mental, physical and financial wellbeing
• Access to Our Place Rewards, offering discounts and savings on groceries, travel, shopping, home products and other lifestyle purchases
• Ongoing training, professional qualifications, internal development programmes and career progression opportunities
• Recognition programmes including Star Awards and Colleague Awards, celebrating achievements and recognising great work
• Strong focus on inclusion, wellbeing and colleague engagement
• Free membership to Places Gyms
• Life Assurance to provide financial security for your lovedones, alongside access to will writing services to help you plan for the future with confidence