Scheme Officer

Sovereign Network Group; Crownhill; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

25 Days Holiday + Bank Holidays (up to

Flexible benefits: buy/sell holiday

Wellbeing days and volunteering days

Matched pension up to 12% and Life/bi/

Job summary

Sovereign Network Group is seeking a compassionate Scheme Officer for its Housing for Older People team in Plymouth. The role involves being a trusted presence across five housing schemes, supporting customers to live independently and helping communities thrive.

You'll welcome customers, manage housing matters, resolve low-level issues, oversee safety and maintenance, and work with health and social care partners to ensure a safe, inclusive living environment.

Qualifications

• Clear, warm communication tailored to individuals' needs.
• Build trust with customers, colleagues and external agencies.
• Manage varied workloads and prioritise effectively.
• Handle sensitive information with discretion and maintain records.
• Identify issues early and take practical, solution-focused actions.
• Use digital systems to deliver efficient, responsive service.
• Commitment to excellent customer service, inclusion and helping older people live independently.

Responsibilities

• Be a visible, trusted point of contact to help customers maintain independence and tenancy.
• Welcome new customers through viewings, inductions and settling-in visits.
• Provide clear, practical advice on day-to-day housing matters.
• Respond calmly to neighbour disputes and anti-social behaviour at a low level.
• Keep schemes safe and well maintained through inspections and contractor oversight.
• Support building safety work (fire, gas, electrical).
• Coordinate repairs and improvements through to completion.
• Install and support careline and pendant alarm systems.
• Build relationships with health and social care professionals and community organisations.
• Encourage customer involvement and inclusive communities.
• Keep accurate customer and property records to enable joined-up service.

Skills

Clear communication

Interpersonal skills

Organisational planning

Data handling

Problem solving

Digital system literacy

Customer service & inclusion

Tools

DBS check process

Job description

Salary: Per year At SNG (Sovereign Network Group), we provide good, affordable homes that give people the foundation for a better life. With 86,000 homes across the South of England, we are one of England’s largest housing associations—and every colleague has the opportunity to make a visible difference to our customers and communities. We’re looking for a compassionate, proactive and customer-focused Scheme Officer to join our Housing for Older People team in Plymouth and help customers feel safe, connected and proud of where they live. This is a varied and rewarding role where no two days are the same. You’ll be a trusted, visible presence across five housing schemes, building strong relationships, supporting customers to live independently and helping each community thrive. The role

What you’ll be doing:

• Being a visible and trusted point of contact, helping customers maintain their independence, wellbeing and tenancy
• Welcoming new customers through viewings, inductions and settling-in visits
• Managing day-to-day housing matters and providing clear, practical advice
• Responding sensitively and confidently to neighbour disputes and lower-level anti-social behaviour
• Keeping schemes safe, welcoming and well maintained through regular inspections, risk checks and oversight of contractors
• Supporting essential building safety work, including fire, gas and electrical safety requirements
• Coordinating repairs and improvements and following issues through to completion
• Installing and supporting careline and pendant alarm systems
• Building strong relationships with health and social care professionals, advocacy groups and community organisations
• Encouraging customer involvement and helping create lively, inclusive communities where people feel heard
• Keeping accurate customer and property records so colleagues have the information they need to deliver a joined-up service

What you’ll bring:

• Communicate clearly and warmly, adapting their approach to individual needs
• Build trust and work well with customers, colleagues and external agencies
• Organise a varied workload, balance competing priorities and follow actions through
• Handle sensitive information appropriately and maintain accurate records
• Spot issues early and take a practical, solution-focused approach
• Use digital systems confidently to support an efficient and responsive service
• Show a genuine commitment to excellent customer service, inclusion and helping older people live independently

An additional skill that would make a real difference

One of the five schemes is home to a Chinese Elders community. The ability to speak Cantonese or Mandarin would therefore be beneficial, helping customers communicate in the language they are most comfortable using and supporting strong, trusted relationships. These language skills are desirable rather than essential, and we welcome applications from everyone with the experience and values needed for the role.

Benefits at SNG

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Chance to buy or sell holiday as part of our flexible benefits package
• 3 additional wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% and Life cover at 4x salary
• Enhanced maternity/paternity/adoption pay Options for private medical insurance, dental insurance and critical illness cover
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG.

Please note a Basic DBS check will be undertaken for the successful candidate.

Our purpose is to provide good, affordable homes that are the foundation for a better life - and our vision is thriving communities, over generations. We provide over 85,000 homes and invest in communities across London, the South East, South West and East of England, as well as aiming to create thousands of new affordable homes every year.

Working for us is so much more than just a job. Whatever your role, you’ll help us provide homes and services for those who need them - and make a real difference to people’s lives