Resident Services Coordinator (Housing / Community Engagement)

Concept Housing Association; Oldbury; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Competitive Salary

Pension Scheme

Employee Assistance Programme

Flexible Working

Job summary

Concept Housing Association is seeking a Resident Services Coordinator (Housing) to deliver a responsive service to residents and the wider community. You will manage a caseload, investigate anti-social behaviour, safeguarding issues and regulatory matters, and foster strong relationships with residents and partners.

You will handle enquiries via telephone, email, and in person, promote continuous service improvement, and contribute to cohesive neighbourhoods through effective engagement and

Qualifications

• 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.

Responsibilities

• 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 working 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.

Skills

Resident engagement

Stakeholder engagement

Empathy

Communication skills

Tools

CRM systems

Microsoft Office

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.

Responsibilities

• 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 working 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

Qualifications

• 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

Benefits

• Competitive Salary and a comprehensive Benefit Package
• Pension Scheme
• Employee Assistance Programme
• Flexible Working Arrangements

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.