We’re looking for a compassionate, organised, and confident communicator to join us as a Localities Operations Coordinator, playing a vital role in supporting our Neighbourhoods team in the Lincolnshire area.
This is a full-time, permanent role that acts as the first point of contact (mainly by telephone) for safeguarding, antisocial behaviour (ASB), and domestic abuse concerns raised by customers. You’ll triage and risk-assess incoming cases, provide updates and reassurance to residents, and ensure our Neighbourhood Officers can respond quickly and effectively.
You’ll be investigating and resolving enquiries, demonstrating ownership of each call handled by questioning and understanding individual circumstances.
You’ll gather sufficient details to risk assess. You’ll need to be able to handle every call professionally, ask the right questions, listen for vital details and log information quickly and accurately. It's also important to be able to strike the fine balance between showing empathy with every caller while not becoming emotionally involved when dealing with sometimes difficult circumstances.
You’ll also carry out a range of administrative tasks to support the team — from managing case records and shared inbox queries.
Please note this is a Fixed Term Contract, that will end March 2026.
This is a home-based position, travel will be expected to attend team meetings and training sessions.
About You
You’ll bring a calm, customer-first approach and be confident handling sensitive and sometimes challenging telephone conversations. You’re someone who communicates clearly and compassionately, offering reassurance and practical guidance while maintaining a professional and empathetic tone.
You’ll need:
* Experience in a customer-facing role, particularly where conversations can be emotive or complex
* The ability to show empathy, resilience and professionalism under pressure
* Strong communication skills — especially over the phone
* A high level of organisation and attention to detail in record-keeping and administration
* Basic digital skills (email, spreadsheets, internal systems) and a willingness to learn
It would also be great if you have:
* Experience in housing, safeguarding, contact centres, or public services
* An understanding of social issues like domestic abuse, mental health, or ASB
* Familiarity with risk assessment or triaging support needs
You’ll receive a full induction and training, including shadowing colleagues and learning about safeguarding and domestic abuse procedures.
While this role is home based, you should have the ability to travel to Group offices and other locations as required.