Resident Services Coordinator (Housing / Community Engagement)

Concept Housing Association; Birmingham; On-site; GBP 30,000 - 38,000; Full time

Job summary

A leading housing association is seeking a Resident Services Coordinator to enhance community engagement and manage resident relationships in Birmingham. This role involves addressing complex housing issues, safeguarding, and effective communication with vulnerable individuals. The company offers a supportive work environment and comprehensive benefits, including a pension scheme and medical insurance.

Benefits

Company pension scheme

Life assurance (four times salary)

Private medical insurance

Enhanced maternity / paternity pay

Employee assistance programme

Employee reward portal

Qualifications

• Experience in resident engagement within supported housing.
• Ability to manage a complex caseload.
• Knowledge of effective investigation and resolution.

Responsibilities

• Build and maintain effective relationships with residents and stakeholders.
• Manage and resolve complaints and safeguarding cases.
• Ensure regulatory and consumer standards are met.

Skills

Resident Engagement

Problem Solving

Communication Skills

Safeguarding Knowledge

IT Skills

Tools

Microsoft Suite

CRM Systems

Job description

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Resident Services Coordinator (Housing / Community Engagement), Birmingham

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Client:

Concept Housing Association

Location:

Birmingham, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

ffbb295c3c79

Job Views:

10

Posted:

22.06.2025

Expiry Date:

06.08.2025

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Job Description:

We have a fantastic opportunity for a Resident Services Coordinator (Housing) to join us to provide a responsive and effective service to influence, engage, listen and assist in activities relating to residents and wider community engagement.

You will build and maintain effective relationships with residents, stakeholders, charities, regulators, providers, groups and local communities to deliver a first-class service that supports residents and works to develop cohesive neighbourhoods within the areas we operate.

You’ll investigate anti-social behaviour and complaints, safeguarding, and ensure licences have been ended correctly. You will have your own caseload and be experienced at managing a range of complex housing issues with the resident’s needs central to your decision making. You will engage and listen to resident’s feedback and tailor your approach to meet their needs

Other responsibilities include:

• Adopting an objective and proactive approach to all Resident Engagement, Complaints, Investigations and Safeguarding cases

Ensuring prompt and appropriate responses and resolutions in order to meet the needs of our residents whilst adhering to regulatory standards

Signposting residents to external support services where appropriate

Ensuring that all regulatory and consumer standards are met at all times

Receiving and processing queries by multiple means e.g., telephone/email and in person

Identifying areas for improvement and work with colleagues to continuously improve the service

With excellent communication skills you will work collaboratively to build and maintain effective relationships with residents, managing agents, and other stakeholders.

Using your problem-solving skills, you will resolve issues and queries at the first point of contact where possible and will facilitate and co-ordinate with other departments to successfully resolve any arising issues.

About you

You will have:

Demonstrable Resident Engagement experience within a supported housing environment

The ability to manage a complex caseload and follow through to successful completion

Knowledge and experience of effectively investigating anti-social behaviour, complaints and safeguarding cases

A solid understanding of safeguarding and health and safety requirements

The ability to demonstrate empathy and understanding when communicating with residents who may be vulnerable

The ability to stay calm in difficult situations and influence positive outcomes

Knowledge and experience of effective, objective investigation resolution and responding to complaints

An understanding of the legal framework relating to licences and exempt accommodation would be desirable

Excellent IT skills and experience of the Microsoft suite of products and CRM Systems

Effective communication skills, both written and verbal

A full driving licence and unrestricted access to a vehicle is also essential for this position.

What we can offer in return:

Company pension scheme

Life assurance (four times salary)

Private medical insurance

Salary exchange for an electric car (dependent on eligibility)

Other leave – bereavement leave, life events, emergency days, birthday (if it - falls on a weekday)

Christmas office closedown days

Employee reward portal

Enhanced maternity / paternity pay

Employee assistance programme

Inclusive Culture:

We are an equal opportunities employer, and all applications are considered based on role requirements, regardless of gender, nationality, ethnicity, marital status, age, disability, sexual orientation, or religious belief.