The Role The role is a member of the Operations Department (specifically the Housing Service team) General Description of Duties Proactively work with and influence external agencies in promoting the business of Nehemiah To support the Housing service & Property service manager in the production of marketing and promotional programmes and information to customers and wider stakeholders To provide customer focused housing services. To facilitate the implementation of the customer engagement framework in conjunction with the Senior Supported Housing Officer and housing officers under the direction of the Deputy Housing Services Manager. To support the Deputy Housing Services Manager to increase the number of customers involved and satisfied with their ability to shape and influence services. To deputise for the Community Partnership & Tenant Engagement Officer / Deputy Housing Services Manager at meetings as and when required. You will be responsible for: delivering performance targets; and maintain awareness of current issues in housing, health, social care services for the needs of vulnerable people in order to share specialist knowledge and assist in business planning. As a Supported Scheme Officer you will from time to time be out in Nehemiah General Description of Duties neighbourhoods, building successful diverse communities by providing housing and culturally sensitive services to our current and future customers. You will be responsible for delivering great customer relationships - helping our customers make the most of their tenancies. You will be the key contact for customers to help them resolve issues and handle queries. You will build and maintain customer relationships, from the point you welcome new customers to when they leave. You will build relationships with key partners and services in the community to give access to routes to education and training and help create and maintain great neighbourhoods. You will contribute to our performance targets by chasing customers for late rent, letting our homes quickly, and the effective management of the homes and customers you have. Support Services To visit applicants and complete assessments To sign up new tenants and assist them in completing housing benefit and other welfare benefits forms To ensure that all tenants receive a daily call on the intercom and a visit in line with their agreed support plan. To provide a link with other support agencies, and to act as an advocate, where necessary. To provide practical, advice and general assistance, especially during illness, including first aid. To complete and review Support Plans. To ensure customers are consulted and to provide information on the quality, scope and range of services available. To follow appropriate policy as relates to any suspicions of any identified safeguarding issues. Administration and Management To maintain comprehensive and up to date records of each customers, and ensure that covering scheme managers are fully aware of the circumstances of each customers when handing over responsibility for the scheme. To be responsible for the building and carry out regular checks of systems. To ensure that tenants understand the fire alarm system To inspect repairs reported by tenants before calling the Call Centre. To advise on and maintain Conditions of Tenancy, in liaison with the Senior Supported Housing Officer and to deal with any anti-social behaviour in line with policy and procedure. To ensure proper accounting of any monies collected on the scheme. To complete returns as requested by the Supporting People Team Including outcome monitoring. On Call Duties To be available on working days to respond to emergencies out of hours To perform on call duties on a monthly basis between Friday after 16.30 and Monday morning up to 09.00 am. An allowance of £8 per shift (total over weekend £24) will be paid as well as time claimed back in lieu for time spent attending schemes. Maintain a record of emergencies and actions taken, use of master key, and other notable occurrences. General The Supported Scheme Officer will be required to attend and participate fully in any mandatory and other training deemed necessary for their role. To take all reasonable care that there is no unauthorised loss or disclosure of personal data or breach of confidentiality, in accordance with the provisions of the Data Protection Act 2018 To maintain professional standards of conduct, integrity, performance and personal appearance, in accordance with policies and aspirations of Nehemiah to extend and improve professional service delivery and customer care. To carry out any other tasks or duties, this may be required from time to time. Qualification(s) Completed a broad education including GCSE’s or equivalent and possession of at least a relevant NVQ level 3 Please submit your CV to recruitment@nehemiah.co.uk as required for consideration. Please visit our careers page on our website to view the full job description for the role.