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 role 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. The Company Join us and find your purpose at Platform! Working with us is more than just a job, you will be joining an amazing organisation that values you and your contribution, and where you can truly make a difference and change people’s lives. You will join the largest social housing association in the Midlands. We're much more than just houses; we build homes, strong communities, and make a real and positive difference to the lives of our customers. We recognise the unique and individual needs of people, so if you are interested in this role but would like to explore a different way of working to the standard Monday to Friday, 9-5 approach, then please highlight this on your application or discuss it with us at the interview stage. After all, we want to attract the best people to work for us and we know that one size does not fit all. Platform is a great place to work, we offer lots of opportunities for you to get involved, share ideas and shape what we do - from networking groups through to fun community and social events. This is an exciting time to join us, that will provide you with real exposure to the wider dynamics of a truly modern housing association that will play a major part in delivering our 5-year corporate strategy. If we receive a high number of applications, this vacancy may expire prior to the closing date. Please apply early to avoid disappointment. Platform Housing Group are committed to building a healthy, vibrant and inclusive organisation that treats people with respect and creates opportunities for all. Why Work Here? Benefits Great opportunities for further development and training Up to 28 days holiday plus bank holidays Workplace pension with employer contributions of up to 12% Company van and uniform Depending on role Flexible working arrangements with remote working widely available iPad and mobile phone Depending on role Our Values People Matter We put colleagues and customers at the heart of all we do. Valuing difference, we are free to challenge each other and are open and honest in our relationships. Own It We say what we'll do and then we do it. We listen, understand and are empowered to make decisions. We look for our own ways to learn and adapt and focus on what we can do. One Team We are connected, collaborative and in it together. We want everyone to reach their potential and be the best they can be. We actively support each other to make this happen. Be Brave We are curious and courageous. We look for better ways to do things, are comfortable trying them and learn quickly. We are not afraid to stand out from the rest and celebrate our successes. Documents