Resident Welfare Coordinator
* Annual Salary: £34,004
* Location: Office in Birmingham, but the role involves daily travel to properties
* Job Type: Full-time
We are seeking a dedicated Resident Welfare Officer to deliver high-quality, responsive, customer-focused services within a supported housing environment. This role is crucial in assisting and advising residents on a range of issues including anti-social behaviour, safeguarding, and service requests, and requires someone who can develop and maintain excellent relationships with various partners and stakeholders.
Day-to-day of the role:
* Take responsibility for delivering high-quality, responsive customer-focused services to residents within a defined geographical area.
* Provide assistance and advice to residents on a range of topics including support for new residents, welfare benefits claims, and signposting to external services.
* Conduct settling in visits for new residents as per the agreed schedule.
* Handle anti-social behaviour complaints, conduct investigations, develop action plans, and provide support to victims.
* Investigate safeguarding concerns, ensuring timely referrals to local authority safeguarding teams and completion of all follow-up work to ensure resident safety.
* Support formal complaint investigations to provide quality responses within agreed timescales.
* Guide residents through the process of appealing termination notices.
* Undertake joint inspections with local authority representatives and ensure completion of agreed actions.
* Collaborate with partner agencies to deliver seamless services that support individuals and sustain neighbourhoods.
* Promote positive resident outcomes and support transitions to independent living.
* Develop and maintain professional relationships with managing agents and ensure services meet Concept Housing’s standards.
* Engage with residents through meetings and satisfaction surveys to use insights for service improvement.
* Record all customer interactions accurately and use feedback to tailor services to resident needs.
* Contribute to continuous improvement initiatives and comply with all relevant policies and standards.
Required Skills & Qualifications:
* GCSE level education or equivalent, including English and Maths.
* One year minimum experiencein a social or supported housing environment.
* Proven ability to manage complex and varied caseloads, including case management of ASB and safeguarding issues.
* Excellent customer focus with the ability to adapt service delivery based on feedback.
* Strong communication and interpersonal skills.
* Proficiency in Microsoft 365 and experience with IT-based recording and data systems.
* Ability to work under pressure and meet tight deadlines.
* Team player with a flexible approach to work.
* Must hold a driving license and have access to a vehicle.
Benefits:
* Competitive salary.
* Opportunities for professional development and training.
* Supportive team environment.
* Field-based flexibility.
To apply for the Resident Welfare Coordinator position, please submit your CV and a cover letter detailing your relevant experience and why you are interested in this role.
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