Specialist Support Coach - Housing

Orbit Group; Norwich; On-site; GBP 26,000 - 34,000; Full time

Job summary

Orbit is recruiting a Specialist Support Coach to manage a specialist caseload of customers with multiple and complex needs, including hoarding, providing intensive, person-centred support to sustain tenancies, reduce risk and improve wellbeing.

You will work with Community Coaches, alongside our Norwich office, covering the East Anglia area; a driving license and access to your own vehicle will be required.

Qualifications

• Experience delivering intensive support to people with multiple/complex needs (housing, social care or support services).
• Experience supporting hoarding, self-neglect and/or tenancy-related risk. Skilled in assessment, support planning, risk management and safeguarding (including capacity-related considerations).
• Able to work independently and flexibly, managing competing priorities within a high-risk caseload.
• Excellent communication skills; able to manage emotionally demanding situations calmly and professionally, using a firm, empathic and proportionate approach.

Responsibilities

• Manage a specialist caseload of customers with complex needs (e.g., hoarding, mental health, neurodiversity, substance misuse, domestic abuse, offending history and self-neglect).
• Complete comprehensive assessments and develop tailored support plans; provide 1:1 ongoing support to sustain tenancies and improve outcomes.
• Carry out home visits where appropriate to complete assessments, deliver support and review progress.
• Coordinate referrals and contribute to the Better Days programme, working with operational teams to ensure a smooth customer journey.
• Build and maintain effective partnerships and referral routes with local services (including local authority, safeguarding and hoarding services) and represent the organisation at internal and external meetings.
• Lead and contribute to multi-agency working, coordinating actions across partners and internal operational teams to manage risk and achieve agreed outcomes.
• Maintain accurate, timely and confidential case records on the customer management system, meeting agreed service standards and information-sharing requirements.
• Monitor and report on activity and impact; provide insight on trends, gaps in services, emerging needs and risk to support service improvement.
• Handle challenging conversations and behaviours professionally, balancing firm, proportionate challenge with empathy and support.
• Work in line with organisational policies and legislation, including health and safety, safeguarding, equality and diversity, data protection and the Code of Conduct.

Skills

Intensive support

Hoarding experience

Self-neglect experience

High-risk caseload

Communication skills

Equality & inclusion

Enhanced DBS

Housing law knowledge

Housing qualification

Education

Housing or Social Care qualification

Job description

We are excited you have visited our Careers page. We are seeking talented individuals that are excellent in their field of expertise and are posed with all potential and skills necessary to help us meet future business challenges.

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Reference: SEP20260692

Expiry date: 2026-09-20 22:59:00.000

Location: Norwich

We’re building thriving communities as one of the UK’s largest housing groups and a leading developer of affordable housing.

We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes.

If you want to experience work that’s truly rewarding, join us. Because when we achieve together, customers and communities thrive.

Work for Orbit. Believe in people.

The role

Orbit is delighted to be recruiting for a Specialist Support Coach to join us in this brand new role to the organisation. This new and essential role will see the Specialist Support Coach manage a specialist caseload of customers with multiple and complex needs (including hoarding), providing intensive, person-centred support to sustain tenancies, reduce risk, and improve wellbeing.

You will partner up with our Community Coaches in working within 1-1 with our customers and out in our wider communities, providing specialist and individual understanding to complex needs. This role will be based out of our Norwich office and will be required to cover the East Anglia area - a driving license and access to your own vehicle will be required.

This role is part of our Customer directorate where you'll help us to lead the way in keeping our promise to more than 100,000 customers.

What you'll achieve

• Manage a specialist caseload of customers with complex needs (e.g., hoarding, mental health, neurodiversity, substance misuse, domestic abuse, offending history and self-neglect).
• Complete comprehensive assessments and develop tailored support plans; provide 1:1 ongoing support to sustain tenancies and improve outcomes.
• Carry out home visits where appropriate to complete assessments, deliver support and review progress.
• Coordinate referrals and contribute to the Better Days programme, working with operational teams to ensure a smooth customer journey.
• Build and maintain effective partnerships and referral routes with local services (including local authority, safeguarding and hoarding services) and represent the organisation at internal and external meetings.
• Lead and contribute to multi-agency working, coordinating actions across partners and internal operational teams to manage risk and achieve agreed outcomes.
• Maintain accurate, timely and confidential case records on the customer management system, meeting agreed service standards and information-sharing requirements.
• Monitor and report on activity and impact; provide insight on trends, gaps in services, emerging needs and risk to support service improvement.
• Handle challenging conversations and behaviours professionally, balancing firm, proportionate challenge with empathy and support.
• Work in line with organisational policies and legislation, including health and safety, safeguarding, equality and diversity, data protection and the Code of Conduct.

What you'll bring

Essential skills

• Experience providing intensive support to people with multiple/complex needs (housing, social care or support services).
• Experience supporting hoarding, self-neglect and/or tenancy-related risk. Skilled in assessment, support planning, risk management and safeguarding (including capacity-related considerations).
• Able to work independently and flexibly, managing competing priorities within a high-risk caseload.
• Excellent communication skills; able to manage emotionally demanding situations calmly and professionally, using a firm, empathic and proportionate approach.
• Commitment to equality, diversity, inclusion and customer-focused service delivery.
• Enhanced DBS.
• Training/accreditation in hoarding, self-neglect and/or mental health interventions.
• Understanding of housing law, tenancy enforcement and proportionate legal remedies in complex cases.
• Evidence of achieving sustained outcomes in long-term, entrenched cases.
• Ability to contribute to service development and share learning/best practice across teams.
• Relevant qualification (e.g., HNC/HND in Housing, Social Care or similar) or equivalent experience, plus willingness to undertake role-specific training

Why Orbit?

Choosing us means being rewarded in every sense.

Here’s what you can expect to enjoy with us.

A rewarding experience that works for you

We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive. For a better work life balance, we offer flexible working opportunities for many roles.

A place to progress

From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you’re a student, graduate or experienced professional we’ll support you to grow.

For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning.

A purpose to feel proud of

We’re proud to make a difference to people together. We’re values-driven with a commercial focus on performance - because the more profit we make, the more we can achieve for people.

What brings us together is a passionate belief in progress and people.

Read more about the values and purpose that drive us on our careers website.

How we hire

We aim to make our hiring process simple and fair:

• Online application
• Interview(s)
• Decision and offer

We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check.