Remote Customer Wellbeing Coordinator

Pegasus Homes Limited; United States; Remote; USD 42,000 - 51,000; Full time

Benefits offered by this job

Enhanced annual leave

Contributory pension scheme

Life Assurance

Health Cash Plan

Discounted Gym Membership

Company Discounts Portal

Refer a friend scheme

Job summary

Pegasus Homes Ltd is seeking a field-based Welfare and Case Manager to support independent living for residents over 60. You will handle welfare concerns, perform welfare checks, and assist with complaints while building relationships with residents and families.

You will travel across our portfolios, provide guidance to site teams, and champion community engagement activities, leveraging an NVQ3+ in Health and Social Care with risk assessment training.

Qualifications

• NVQ Level 3 or higher in Health and Social Care (Essential).
• Formal training in Risk Assessment in Adult Care and Assessment & Eligibility is required.
• Valid UK Driving Licence and willingness to travel across the national portfolio.

Responsibilities

• Act as the first point of contact for welfare concerns and manage the independent living inbox.
• Conduct welfare checks across our portfolio and provide direct support.
• Support complaints handling regarding independent living and care services.
• Provide guidance to onsite teams and Building Community Managers.
• Champion the community engagement strategy and assist with events and bookings.

Skills

Welfare support

Case management

Community engagement

Travel readiness

Education

NVQ Level 3 in Health and Social Care

Tools

Risk assessment training

Assessment & Eligibility training

Job description

Location Home based with frequent travel across our communities Hours 37.5 hours per week, Monday - Friday 09:00 - 17:30 Basis Permanent Salary Up to £35,000 + car allowance & enhanced benefits package We are Pegasus Homes Ltd, a vibrant, dynamic business who are proud to design, build, and create high-quality homes with a focus on independent later living for the over 60's. Our current portfolio has some 1100 homes across 44 communities and our developments are beautifully designed offering stunning community living. This is an exciting, newly created role in which you will report to and support our Customer Wellbeing Manager, you will act as the vital link between high-level welfare strategy and localised site operations. Resident Support & Case Management Act as the first point of contact for individual support needs, managing the independent living inbox and responding to non-priority welfare concerns. Build trusted relationships with residents and their families, providing clear
communication and guidance on independent living transitions. Mobilise across our portfolio to conduct hands-on welfare checks and provide direct support during sensitive periods. Support complaints handling regarding independent living and care services (including Careline and emergency service interactions). Provide expert guidance and on-the-day support to our Building Community Managers and onsite teams. Community Engagement Champion our Community Engagement strategy including an innovative framework for social, physical, creative, and intellectual activities. Provide support, training, and resources to onsite teams, assisting with event booking, marketing materials, and fostering a collaborative culture. A calm, level-headed approach and a genuine passion for enhancing the lives of older adults are essential. NVQ Level 3 or higher in Health and Social Care (Essential) Formal training in Risk Assessment in Adult Care and Assessment & Eligibility is required. A valid UK Driving
Licence and a genuine willingness to travel across our national portfolio is essential for this field-based role A proven track record in reactive case management, specifically handling sensitive, urgent, and multifaceted care needs. Practical experience in identifying and managing safeguarding concerns in strict alignment with Local Authority requirements. Demonstrable experience in managing complex complaints within a care or independent living environment, ensuring outcomes are both fair and empathetic. A background in housing management, older people s services, or supported housing is highly advantageous. A deep understanding of the physiological and psychological challenges facing older adults. Support complaints handling regarding independent living and care services (including Careline and emergency service interactions) to a satisfactory conclusion. The stamina to provide compassionate grief support and navigate high-stress family dynamics with ease. A calm, level-headed
presence when managing urgent welfare issues or sensitive complaints. A genuine passion for enhancing the lives of older adults and championing the Pegasus brand values. Due to the nature of wellbeing support, a flexible approach to working hours is essential to meet the needs of our residents and respond to urgent situations. You should be a confident long-distance driver who genuinely enjoys the variety of supporting different regions in person. We offer fantastic benefits which look after your Financial, Mental and Physical Wellbeing as we believe it is important that we are able to support our employees across all three of these elements in order to ensure an effective work life balance. By joining us you'll enjoy a benefits package that includes:

• Enhanced annual leave & holiday buying scheme
• Contributory pension scheme with additional employer contribution
• Life Assurance Employee Assistance Programme
• Health Cash Plan & Virtual GP
• Discounted Gym Membership
• Company Discounts Portal
• Refer a friend scheme and access to internal opportunities

If you require any reasonable adjustments or additional support at any stage of your application, please let us know.