A forward-thinking Housing Association (not-for-profit organisation) focused on empowering individuals to achieve stability, seeks a Resident Services Co-Ordinator, to deliver a high quality, responsive customer focussed service. The main purpose of the role of Resident Services Co-Ordinator is to provide assistance and advice to residents on a range of issues including anti-social behaviour, safeguarding, complaints and service requests and develop and maintain excellent relationships with a range of partners and stakeholders to deliver excellent services to residents within a defined geographical area. Offered as a permanent contract, the position of Resident Services Co-Ordinator provides a competitive salary, appealing company benefits, field base working and flexi time (total working hours per week 37.5 hrs, with core hours being any time between Monday to Friday 8am - 6pm). Ideal candidate would possess experience of working with residents in a social housing or supported housing environment, from a range of backgrounds some with complex needs and would hold a full driving licence with access to a vehicle. *Candidates will be required to undergo a DBS check. Duties of Resident Services Co-Ordinator: * Provide assistance and advice to residents on a range of topics including providing support to new residents about local services, completing claims for welfare benefits and signposting to external services * Carry out settling in visits to new residents in accordance with an agreed schedule * Receive antisocial behaviour (ASB) complaints and carry out the required investigation, making initial contact with the complainant, developing an action plan, ensuring support is offered to the victim, undertaking a risk assessment and confidently identifying the action required to resolve the issue * Investigate all safeguarding concerns relating to residents ensuring referrals are made to the Local Authority safeguarding teams * Provide guidance to residents who have received a notice to terminate their licence agreement. Provide information as required, to enable an appeal to be held * Undertake joint inspections with local authority representatives and take ownership to ensure agreed actions are completed * Actively promote and influence positive resident outcomes * Signpost residents to appropriate third-party support services * Develop and maintain professional relationships with managing agents (providers), colleagues and external stakeholders * Support resident engagement * Be familiar with all relevant policy, process, good practice, regulatory standards and legislation which relate to managing residents within a supported housing environment * Accurately record all customer interactions on the system * Contribute to continuous improvement using new technologies, best practice and customer insight * Ensure GDPR compliance, Equality and Diversity aims are supported and implemented and Health and Safety compliance including lone working procedures at all times Skills/attributes required by Resident Services Co-Ordinator: * Educated to GCSE level, or equivalent including a good standard of English and Maths * Experience of working with residents in a social housing or supported housing environment * Experience of working with residents from a range of backgrounds some with complex needs * An understanding of how resident engagement and involvement can lead to improved services and outcomes for customers * Evidence of case management experience including investigating residents’ concerns about ASB and service complaints * Experience of managing a complex and varied caseload * Experience of managing safeguarding cases including identifying warning signs * Excellent customer focus and an ability to change the approach to service delivery depending on customer needs and feedback * Excellent communication and interpersonal skills, both written and verbal * Computer literate including a good knowledge of Microsoft 365 products * Experience of using IT based recording and data systems * Able to work under pressure and deliver results to tight deadlines * A commitment and ability to work flexibly as part of a team, in a fast paced and often reactive environment * Confidence to undertake home visits and follow safe lone working practices * Hold a driving license with access to a vehicle Location: Birmingham, West Midlands – Field Based Hours: Monday to Friday total 37.5 hours per week – Flexitime (core hours 8 am – 6 pm) Salary: £28,350 p.a. - £33,600 p.a. dependent upon experience Benefits: Pension, Enhanced Holiday Entitlement, Family Friendly Policies, Cycle to Work, Life/Health Insurance and Discount Portal Contract: Permanent If you have the skills required to fulfil the role of Resident Services Co-Ordinator, please APPLY TODAY