Supported Housing Specialist

Onward Homes; West Kirby; On-site; GBP 34,000 - 41,000; Full time

Benefits offered by this job

Pension scheme (matched up to 10%)

30+ days annual leave

Life/health cash plan

Learning for life scheme

Flexible working environment

Job summary

Onward Homes seeks a Supported Housing Specialist to join the Operations team in the Merseyside area on a 12-month fixed-term contract. You will deliver a specialist housing service across the organisation, collaborating with managing agents and neighbourhoods to ensure high customer service levels.

A full UK driving licence is essential as the role requires regular travel across Knowsley, St Helens and Sefton.

Qualifications

• Experience in a supported housing environment with vulnerable customers.
• Experience delivering housing management and compliance functions.
• Knowledge of regulatory requirements in a supported housing context.
• Deliver first-class service to customers.
• Experience working with local authorities, commissioning teams and partner agents.
• Experience meeting KPI and neighbourhood metrics monthly.
• IT skills: MS Office to an intermediate level.
• Awareness of matrix management concepts is desirable.

Responsibilities

• Deliver the supported housing service, managing agents, compliance and risk for schemes.
• Provide tailored housing management services to customers and schemes.
• Be visible across housing schemes and handle customer issues professionally.
• Ensure housing management duties and safety responsibilities are fulfilled by agents.
• Develop partnerships with authorities and providers to support housing outcomes.
• Contribute to neighbourhood plans and meet monthly targets.
• Manage voids, lettings, rent arrears, and compliance inspections across schemes.
• Engage with customers to ensure their voices are heard and advocate for them.

Skills

Supported housing

Housing management

Regulatory requirements

Customer service

Partnership working

KPI tracking

Microsoft Office

Matrix management

Education

GCSE or equivalent

Housing qualification/experience

Tools

Microsoft Office

Job description

About The Role

What you can expect from us

• We offer a competitive salary of £37,250 per annum
• 32 days annual leave plus bank holidays a total of 40 days paid holiday per annum which is equivalent to 8 weeks.
• Salary Finance - access both short and long terms loans, plus provides access to a savings facility.
• Opportunity to further increase annual leave with service or though the holiday purchase scheme.
• Immediate entry to our Pension scheme (matched contributions up to 10%)
• A great flexible working environment, with a range of family friendly policies
• Simply Health cash plan with financial benefits and the option to extend to your family.
  Cover includes dental, optical, physiotherapy, 24HR private GP access and much more.
• Paid leave for absence including sickness, maternity, paternity, and adoption leave.
• Access of up to £150 annually through the 'Learning for life' scheme
• Access to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle to work scheme.
• Develop your career with support and access to training and qualifications.

About the Role

We are seeking a Supported Housing Specialist to join our Operations team in the Merseyside area on a 12-month fixed-term contract. The purpose of the role is to deliver a specialist Supported Housing service to all our vulnerable customers across the organisation working collaboratively with managing agents and neighbourhoods to ensure a high level of customer service.

A full UK driving licence is essential, as the role requires regular travel across Knowsley, St Helens and Sefton.

This position is available as an internal secondment and offers an excellent opportunity to gain valuable experience, develop your skills, and make a meaningful contribution within a new team.

Key Responsibilities

Service Delivery

• Be accountable for the supported housing service, managing agents, compliance, and risk of individual supported housing schemes.

  Deliver bespoke supported housing service tailored to the individual customer and scheme.

Customer Service

• Be accountable for all customers issues and be visible within our supported housing schemes.

  Work with managing agents to ensure that all housing management and health and safety are dealt with in a professional manner.

  Ensure that management agreement responsibilities are met by managing agents and Onward.Deal with all customers facing issues and enquiries.

Neighbourhood and Property Management

• Deliver targeted supported housing services to individual schemes ensuring collaboration with neighbourhoods.

  Ensure all voids, lettings and housing management issues are dealt with effectively taking ownership of any issues within the schemes/ projects and liaising with managing agents to ensure effective partnerships.

  Contributing to the neighbourhood and property investment plans and work to achieve the monthly targets.

  Provide a comprehensive tenancy management service which includes voids, lettings, allocations, rent arrears, and compliance inspections on all individual schemes.

Customer Engagement

• Work collaboratively to engage with supported housing customer ensuring their voice is heard. Be an ambassador for our organisation and an advocate for our customers.

Skills and Experience

Essential

• Experience of working in a supported housing environment with experience of vulnerable customers.
• Experience of delivering housing management and compliance functions.
• Experience / knowledge of regulatory requirements in a supported housing context.
• Experience of delivering a first-class service to customers.
• Experience of partnership working, to deliver supported housing such as: local authorities, commissioning teams and partner agents, and funding providers.
• Experience of working proactively to ensure all KPI's and neighbourhood metrics are met each month.
• IT skills - Microsoft Office up to an intermediate level.

Desirable

• Awareness of Matrix Management and how this works at a neighbourhood level.

Qualifications

Essential

• Educated to GCSE Level or equivalent qualification / relevant experience.
• Relevant Housing Qualification / Experience.

About Us

About Onward

Onward Repairs

is the in-house repairs and maintenance service for Onward Homes, keeping customers' homes safe, secure and well maintained. Our skilled teams deliver responsive repairs, planned works and voids services, combining high standards, strong teamwork and a customer-first approach. We invest in our people and take pride in making a real difference to our communities.

Onward Homes is one of the largest registered providers of social housing in the Northwest, with 35,000 properties across the region.

We believe that everyone deserves a place to call their own, which is why we're committed to building 500 new homes each year. We do more than just provide a roof over our customers' heads, we're here to make a real difference.

In addition to creating positive spaces for our customers we continuously strive to create a positive and progressive workspace to enable our colleagues to achieve their full potential.

We embrace diversity and strive for diverse teams to create an inclusive culture which enables Onward to thrive and be representative of the communities that we serve. We want to ensure that everybody has an opportunity to be part of our recruitment processes and will therefore make reasonable adjustments to accommodate our candidates. Please let us know if there is anything we can do to assist you with our recruitment process via the email address below.

At Onward Homes, your application will be reviewed by a human who carefully considers your CV, skills, knowledge and experience as part of our recruitment process. We do not use AI to make hiring decisions.

If candidates have any concerns / questions in relation to the role at any stage of the recruitment and selection process they can contact the HR team on [e-mail] and a member of the HR Team will be in touch.

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