Scheme Officer

SNG (Sovereign Network Group); Plymouth; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

25 days leave

Pension up to 12%

Life cover at 4x salary

Private medical insurance

Gym discounts

Job summary

Sovereign Network Group in Plymouth is seeking a compassionate Scheme Officer to support five housing schemes for older people. You will be a visible presence, help customers maintain independence, and work with contractors and local partners to deliver positive outcomes.

The role focuses on welcoming new tenants, resolving day-to-day housing matters, maintaining schemes safely, and supporting building safety requirements while building strong relationships with health and social care

Qualifications

• Experience in housing, community services, or customer-focused roles.
• Strong communication and record-keeping skills.
• Ability to build trusted relationships with partners and health/social care professionals.

Responsibilities

• Be a visible, trusted contact across five schemes.
• Welcoming new customers via viewings, inductions and settling-in visits.
• Manage day-to-day housing matters and provide clear, practical advice.
• Respond to neighbour disputes and anti-social behaviour.
• Coordinate repairs, safety checks and contractor oversight.

Skills

Communication

Customer service

Relationship building

Record-keeping

Digital systems

Multi-scheme coordination

Tools

Housing management software

Job description

Salary:Per yearAt 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 roleAs a Scheme Officer, you’ll take ownership of the day-to-day service across five schemes. You’ll listen to customers, act quickly when something needs attention and bring together colleagues, contractors and local partners to achieve positive outcomes. From welcoming a new customer to checking building safety or creating opportunities for people to connect, your work will have an immediate impact.What you’ll be doing:Being a visible and trusted point of contact, helping customers maintain their independence, wellbeing and tenancyWelcoming new customers through viewings, inductions and settling-in visitsManaging day-to-day housing matters and providing clear, practical adviceResponding sensitively and confidently to neighbour disputes and lower-level anti-social behaviourKeeping schemes safe, welcoming and well maintained through regular inspections, risk checks and oversight of contractorsSupporting essential building safety work, including fire, gas and electrical safety requirementsCoordinating repairs and improvements and following issues through to completionInstalling and supporting careline and pendant alarm systemsBuilding strong relationships with health and social care professionals, advocacy groups and community organisationsEncouraging customer involvement and helping create lively, inclusive communities where people feel heardKeeping accurate customer and property records so colleagues have the information they need to deliver a joined-up serviceWhat you’ll bringYou’ll enjoy working directly with people, be confident taking ownership and know how to build trust with customers, colleagues and local partners. You may already work in housing, community services, support, care or customer service—or bring relevant experience from another people-focused role.We’re looking for someone who can:Communicate clearly and warmly, adapting their approach to individual needsBuild trust and work well with customers, colleagues and external agenciesOrganise a varied workload, balance competing priorities and follow actions throughHandle sensitive information appropriately and maintain accurate recordsSpot issues early and take a practical, solution-focused approachUse digital systems confidently to support an efficient and responsive serviceShow a genuine commitment to excellent customer service, inclusion and helping older people live independentlyAn additional skill that would make a real differenceOne 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.We have some great benefits at SNG, including: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 package3 additional wellbeing days and 2 paid volunteering daysGenerous matched pension scheme up to 12% and Life cover at 4x salaryEnhanced maternity/paternity/adoption payOptions for private medical insurance, dental insurance and critical illness coverWellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP serviceAt 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. Take a look at our careers site to learn more about us and our values.Please note a Basic DBS check will be undertaken for the successful candidate.