Impactful Housing Support Coordinator — Hybrid Role

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

Benefits offered by this job

31 days annual leave

Flexible and hybrid working

Private health plan

Pension scheme

Electric vehicle salary sacrifice

Life assurance

Car mileage allowance

Job summary

Gentoo Group Limited in Sunderland is seeking an experienced Support Coordinator to help customers thrive in their homes and sustain tenancies. You will work with customers, internal teams and partner agencies to identify needs, develop tailored plans and provide proactive, person-centred support.

You’ll manage a caseload, safeguard risks and maintain compliant records while collaborating with local teams and external partners to deliver joined-up tenancy sustainment and positive community

Qualifications

• The candidate must hold a full UK driving licence.
• Understanding of the challenges facing social housing and diverse customer needs.
• Knowledge of housing legislation, regulatory standards and Tenant Satisfaction Measures.
• Awareness of safeguarding, substance misuse, mental health and customer vulnerability.
• Proven track record in delivering excellent customer service and achieving positive outcomes.
• Strong partnership-working skills and ability to challenge constructively.
• Excellent communication and interpersonal skills with quick rapport-building.
• Negotiation, mediation and problem-solving abilities.
• Discretion with sensitive information and confidentiality maintained.
• Resilient when managing complex situations; keen on safeguarding and community safety.

Responsibilities

• Deliver person-centred support that empowers customers to achieve goals and sustain tenancies.
• Assess needs and develop tailored support plans with internal teams and partners.
• Guide customers on rights, responsibilities and housing-related life skills.
• Manage a caseload and regularly review progress.
• Identify safeguarding risks and respond promptly.
• Maintain accurate records of all customer interactions and support given.
• Build relationships with external partners and specialist services.
• Work with Local Neighbourhood Teams and stakeholders for joined-up tenancy sustainment.
• Represent Gentoo at meetings with customers and partners as appropriate.
• Contribute to service improvement via customer feedback and data insights.
• Produce reports and support training while staying updated on legislation and standards.

Skills

Driver's license

Social housing knowledge

Housing legislation knowledge

Safeguarding awareness

Customer service excellence

Partnership working

Communication skills

Negotiation & mediation

Discretion & confidentiality

Resilience under pressure

Data interpretation

IT literacy

Teamwork & independence

Travel flexibility

Job description

Gentoo Group Limited in Sunderland is seeking an experienced Support Coordinator to help customers thrive in their homes and sustain tenancies. You will work with customers, internal teams and partner agencies to identify needs, develop tailored plans and provide proactive, person-centred support.

You’ll manage a caseload, safeguard risks and maintain compliant records while collaborating with local teams and external partners to deliver joined-up tenancy sustainment and positive community